Job Description

IT Senior Help Desk Specialist

• Serve as Tier 1 and 2/3 escalation point from Help Desk Specialists for complex end-user issues
• Troubleshoot advanced issues involving operating systems, applications and network-related issues
• Manage user accounts, permissions, group policies and access controls
• Manage endpoint deployments, configurations and updates
• Support endpoint management (desktops, laptops, mobile devices)
• Ensure timely resolution of tickets in alignment with SLAs
• Maintain documentation for systems, processes and procedures
• Mentor Help Desk Specialists, providing guidance and support
• Participate in system patching, updates and maintenance cycles
• Assist with virtualization and cloud environments (Azure/AWS)
• Assist with the identification and development of process improvements within the Help Desk
• Other duties as assigned.

Classification: Full Time, Non-Exempt 

• Strong customer service skills
• Exceptional problem-solving skills
• Advanced knowledge of Microsoft Suite (O365, Exchange, Teams, SharePoint, OneDrive, Active Directory, Entra, InTune, etc)
• Strong knowledge of Windows environments and Microsoft 365
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP)
• High attention to detail

• Working knowledge modern ITSM platforms
• Extensive time management and organizational skills
• Ability to work independently and as part of a team

Experience Requirements:

• 4-6 years of Information Technology (IT) Support Experience, including 1-3 years managing escalations with progression into systems and/or infrastructure support
• Exposure to cloud platforms (Azure, AWS, or Google Cloud) required
• Basic scripting experience (PowerShell preferred) required

Education / Licensing Requirements:

• Associate’s degree in Information Technology, Computer Science, or equivalent experience required
• Industry certifications such as CompTIA Network+, Microsoft AZ-900, MS-900, Security+ or similar preferred

Working Conditions:

• Collaborative team environment.
• Requires normal vision (corrected) both close and distant.
• Requires normal hearing levels (corrected).
• Requires working at a desk to use a phone and computer for extended periods of time.
• Requires sitting, bending.
• Works effectively with frequent interruptions.
• Lifting requirements of 15 lbs. occasionally.
• Casual dress code.

• Along with a great culture and competitive pay, full-time employees are eligible to receive additional benefits:
• Medical, dental, and vision insurance
• Short-term and long-term disability
• 401(k) and Roth 401(k) plans and Company match
• Company-provided life insurance
• 8 paid holidays
• AND MORE!