Job Description

DESCRIPTION

We are looking for an experienced and customer-focused Senior Helpdesk Analyst with 6–8 years of hands-on IT support experience to join our IT Department. The successful candidate will provide advanced end-user support, resolve complex desktop and application issues, mentor junior support staff, and help drive service quality across endpoint, Microsoft 365, account administration, and workplace technology support.

Key Responsibilities:

• Advanced Helpdesk Support:
  • Deliver high-level technical support for C-Suite Executives, including troubleshooting, technology assistance and effective & clear communication throughout issue resolution.
  • Provide technical support for hardware, software, operating systems, and network-related issues.
  • Troubleshoot and resolve complex incidents involving Microsoft 365, Outlook, Teams, VPN, printers, remote access, and line-of-business applications.
  • Manage user accounts, permissions, group memberships, and access requests in Active Directory and related systems.
  • Support onboarding, offboarding, workstation provisioning, software installations, device replacements, and user setup activities.
  • Own incidents through resolution, ensuring timely follow-up, strong customer communication, and accurate ticket updates.

• Escalation & Problem Resolution:
  • Act as a senior escalation point for unresolved service desk issues and recurring technical problems.
  • Perform root cause analysis for common incidents and recommend long-term fixes to improve service stability.
  • Coordinate with infrastructure, security, networking, and application teams to resolve cross-functional technical issues.
  • Identify trends in support tickets and recommend improvements to reduce repeat incidents and improve end-user experience.

• Endpoint & Workplace Technology Support:
  • Support desktop, laptop, mobile device, and peripheral lifecycle management including deployment, maintenance, upgrades, and retirement.
  • Assist with endpoint configuration, patching, encryption compliance, and standard software deployment processes.
  • Maintain and troubleshoot workplace technologies including conference room equipment, collaboration tools, and printing solutions.

• Service Excellence & Team Collaboration:
  • Mentor junior helpdesk technicians by sharing technical knowledge, troubleshooting approaches, and customer service best practices.
  • Contribute to knowledge base articles, standard operating procedures, and user support documentation.
  • Help enforce service desk processes, ticket quality standards, and SLA-focused support practices.
  • Participate in IT projects, refresh initiatives, rollouts, and continuous improvement efforts.

• Security & Compliance Support:
  • Support security-related tasks such as access reviews, endpoint protection checks, phishing escalation, and policy-aligned troubleshooting.
  • Escalate suspicious activity and assist with remediation steps in coordination with senior IT or security teams.

Qualifications:

• 6–8 years of experience in IT helpdesk, desktop support, or service desk roles in an enterprise environment.
• Strong experience supporting Windows devices, Microsoft 365, Outlook, Teams, printers, VPN, remote support tools, and user account administration.
• Hands-on experience with Active Directory, ticketing systems, hardware troubleshooting, software deployment, and endpoint support processes.
• Proven ability to diagnose and resolve complex technical issues while managing multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a customer-first mindset is a must.
• Experience mentoring junior team members and working collaboratively across IT teams.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent practical experience will be considered.
• Must be a US citizen

Preferred Skills (Not Required):

• Experience with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms.
• Familiarity with ServiceNow or other enterprise IT service management tools.
• Working knowledge of basic networking, cybersecurity tools, and endpoint protection platforms.
• Experience with scripting or automation tools such as PowerShell to streamline support tasks

EEO-M/F/D/V

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