Helpdesk

Responsibilities

The Senior IT Support Help Desk Specialist will act as a primary escalation point for complex incidents, bridging the gap between front-line Tier 1 support and Tier 3 engineering teams. This role demands high-level problem-solving skills and a focus on effective problem management.

• Serve as a primary escalation point for complex, high-impact incidents related to software, hardware, and core enterprise systems that cannot be resolved by Tier 1 staff.
• Lead advanced troubleshooting efforts for diverse operating environments, including Windows ecosystems, the O365 suite, virtual environments, and sophisticated network connectivity issues (advanced TCP/IP diagnostics, VPN infrastructure).
• Perform in-depth Root Cause Analysis (RCA) for recurring issues, collaborating directly with engineering and cybersecurity teams to implement lasting resolutions.
• Develop and implement strategic process improvements, create sophisticated troubleshooting guides, and curate the knowledge base to elevate the capabilities of the entire IT support organization.
• Manage advanced user configurations and access controls within Active Directory, Azure AD, and various enterprise management tools.
• Utilize scripting languages (e.g., PowerShell) to automate repetitive tasks, improve diagnostic capabilities, and streamline support processes.
• Mentor and provide expert coaching to junior members of the support team, acting as a technical leader and driving continuous skill development across the department.
• Maintain accurate and detailed documentation of complex resolutions within the enterprise ticketing system (e.g., ServiceNow), adhering to ITIL framework standards.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field with 5 - 8 years (or commensurate experience), or system administration, with significant time spent in a senior or escalation role.