Senior Help Desk Analyst

Power the Technology That Empowers People | Senior Help Desk Analyst

As a Senior Help Desk Analyst, you will be responsible for providing advanced technical support and guidance to end users while ensuring the effective operation of company systems and technology. In addition to resolving complex IT issues, you will mentor junior staff, collaborate across IT teams, and lead initiatives to improve service delivery and support processes.

Key Responsibilities

• Advanced Technical Support: Provide second-level technical support for complex technical issues, escalating to higher-level teams when necessary.
• Team Mentorship & Guidance: Mentor and assist junior Help Desk Analysts in troubleshooting and resolving technical problems.
• Service Delivery Improvement: Lead efforts to continuously improve help desk processes and service delivery.
• Issue Resolution & Documentation: Respond to technical support requests through various channels, ensuring accurate documentation and timely issue resolution.
• Knowledge Management: Assist in the development, review, and maintenance of technical documentation, user guides, and knowledge base articles.
• Cross-Functional Collaboration: Act as a liaison between the IT department and end users to enhance communication and understand technology needs; collaborate with other IT teams to resolve cross-functional issues and implement system updates or changes.
• User & Access Management: Manage and process advanced user accounts and access requests.

Qualifications & Skills

• Education & Experience:
• High School Diploma or equivalent required; Associate’s or Bachelor’s degree in a related field preferred.
• Minimum of 3 years of technical support experience, with at least 1 year in a senior or leadership role preferred.
• Certifications in relevant technologies (e.g., CompTIA, Microsoft, Citrix) are a plus.
• Technical Proficiency:
• Proficiency in troubleshooting across various platforms, including Windows, Google Workspace, Microsoft Office 365, Citrix, Microsoft Teams, VPN clients, and server environments.
• Advanced knowledge of Chromebooks, PC hardware, networking, and diagnostic tools.
• Strong security and phishing awareness.
• Core Competencies:
• Exceptional customer service skills with the ability to communicate complex technical information effectively to all user levels.
• Strong leadership and mentoring skills with the ability to guide junior team members.
• Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
• Ability to prioritize and manage multiple tasks in a dynamic, fast-paced environment.
• Strong communication skills and the ability to work both independently and collaboratively.

Why Join Us?

When you bring your skills to our team, you become part of One Mosaic - a dedicated community anchored in belonging, connection, faithfulness, and grit. Here, you won't just support IT operations; you'll serve as a vital steward of our resources, shaping the technology that gives people a voice to advocate for their needs and rights.

If you are looking for a career where technical challenge meets deep purpose, we’d love to have you on our team. Apply today!