IT Support Specialist II / Senior Help Desk Technician

eClerx•Fayetteville, NC

21d•Hybrid

About The Position

We are seeking an experienced, customer-focused Senior IT Support Specialist to join our team. In this role, you will serve as the primary escalation point for complex technical issues, provide guidance and mentorship to junior IT team members, and act as a trusted liaison between the IT department and internal users, external clients, and executive-level stakeholders. Your strong technical expertise, problem-solving abilities, and leadership skills will be essential in maintaining reliable IT operations, enhancing support processes, and delivering an exceptional end-user experience. This position will also be responsible for overseeing the management of IT assets across all U.S. eClerx locations. Responsibilities include tracking and maintaining accurate asset records, approving all IT asset transfers between and within U.S. locations, conducting regular asset reconciliations, and ensuring the secure and compliant disposal of retired IT equipment. Although this position is based in Fayetteville, the primary responsibility will be providing remote technical support to eClerx users located at other U.S. sites (non-Fayetteville users). The role will also require occasional domestic travel to support business operations, coordinate IT initiatives, and manage the full lifecycle of IT assets across all U.S. locations.

Requirements

Experienced, customer-focused.
Strong technical expertise.
Problem-solving abilities.
Leadership skills.

Responsibilities

Serve as the primary escalation point for complex technical issues.
Provide guidance and mentorship to junior IT team members.
Act as a trusted liaison between the IT department and internal users, external clients, and executive-level stakeholders.
Maintain reliable IT operations.
Enhance support processes.
Deliver an exceptional end-user experience.
Oversee the management of IT assets across all U.S. eClerx locations.
Track and maintain accurate asset records.
Approve all IT asset transfers between and within U.S. locations.
Conduct regular asset reconciliations.
Ensure the secure and compliant disposal of retired IT equipment.
Provide remote technical support to eClerx users located at other U.S. sites.
Occasional domestic travel to support business operations, coordinate IT initiatives, and manage the full lifecycle of IT assets across all U.S. locations.