Help Desk Support Specialist SR

Job Title:Senior Help Desk Support Specialist

Location: San Antonio, TX (remote)

Clearance:Secret Clearance

Certification:CompTIA Security+

Position Summary

The Help Desk Support Specialist Senior is responsible for providing advanced technical support and guidance to end-users, ensuring prompt and effective resolution of complex hardware, software, and network issues. This role includes mentoring junior help desk staff, contributing to process improvement, and assisting on technical projects. The individual serves as a subject matter expert (SME) and acts as an escalation point for unresolved technical problems.

Key Responsibilities

• Provide expert-level troubleshooting and resolution for hardware, software, and network issues.
• Serve as an escalation point for complex or unresolved help desk tickets.
• Manage and resolve system access and configuration issues, including email systems, and specialized software.
• Document technical solutions and maintain accurate records in the help desk ticketing system.
• Assist in training and mentoring junior help desk staff to improve team capability and service delivery.
• Monitor team performance metrics and identify opportunities for improvement.
• Serve as a backup to other Help Desk personnel when needed.
• Proactively identify recurring technical problems and develop solutions to mitigate future occurrences.
• Collaborate with IT teams to implement system upgrades, patches, and new technologies.
• Develop and update standard operating procedures (SOPs) and knowledge base articles.
• Ensure a high standard of customer service by effectively communicating with users to understand their needs and concerns.
• Manage user expectations through regular updates on ticket progress and resolution timelines.
• Foster strong relationships with internal teams and external customers to ensure effective IT service delivery.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred) or equivalent work experience.
• 5+ years of experience in IT support, with at least 2 years in a senior or advanced support role.

Technical Skills

• Advanced knowledge of Windows operating system, Microsoft Office 365, and network troubleshooting.
• Familiarity with IT Service Management (ITSM) frameworks and tools such as ITIL and ServiceNow.
• Familiarity with relational databases and tools, database structures, and SQL queries.
• Proficiency in troubleshooting enterprise systems, peripherals, and mobile devices.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong verbal and written communication abilities.
• Demonstrated ability to work independently and collaboratively in a team environment.