Senior Help Desk Technician

We are seeking an experienced Senior Help Desk Technician to provide advanced technical support while serving as a mentor to junior support staff. This role will handle escalated Tier 2 and Tier 3 issues, support critical business technologies, and help drive process improvements across the IT support function.

Key Responsibilities

• Serve as an escalation point for complex technical issues.
• Troubleshoot advanced Windows, Microsoft 365, networking, and user access issues.
• Administer Active Directory, Azure AD, Microsoft Intune, and endpoint management solutions.
• Support enterprise technologies including VPNs, VoIP platforms, and security tools.
• Lead workstation deployments, hardware refresh projects, and system upgrades.
• Create and maintain technical documentation and knowledge base articles.
• Analyze recurring issues and implement long-term solutions.
• Train and mentor Help Desk Technicians and junior support personnel.
• Collaborate with Systems Administrators, Network Engineers, and Cybersecurity teams.
• Monitor service levels and contribute to continuous improvement initiatives.

Qualifications

• 5+ years of IT support experience.
• 2+ years handling Tier 2/Tier 3 escalation support.
• Strong experience with:
• Active Directory & Azure AD
• Microsoft 365 Administration
• Microsoft Intune
• Windows Server environments
• Networking fundamentals (DNS, DHCP, TCP/IP)
• PowerShell scripting
• Experience with ServiceNow, Jira Service Management, or similar ticketing platforms.
• Associate's degree or equivalent experience preferred.

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator
• Microsoft 365 Certified: Endpoint Administrator Associate