Desktop Support

BuzzClan LLC•Dallas, TX

2d•Onsite

About The Position

The Senior Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They act as an escalation point and will be key contributors to IT-related projects. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment.

Requirements

Minimum 3-5 years of experience in a Help Desk or Service Desk role with at least 2 years in a Senior or leadership position
Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
Work independently and effectively with minimal direction or collaboratively in a team environment
Highly skilled in Active Directory, Azure, InTune, O365, JamF, etc
Proficiency in at least one scripting language (e.g., PowerShell, Python)
Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users
Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)

Nice To Haves

Industry-related certifications such as ITIL v4 Foundation, A+, Network+, AZ-900 are preferred

Responsibilities

Resolve complex IT Incidents and Service Requests from customers in a timely and efficient manner either by phone, email, chat or in-person
Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM
Diagnose and resolve technical issues related to Windows and Mac Operating Systems, Microsoft and SaaS applications and hardware by analyzing the root cause
Act as escalation point for issues that cannot be resolved by junior technicians, ensuring a proper resolution of escalated issues
Assist in training and mentoring newly hired Help Desk technicians
Proactively identify recurring Incidents for Problem Identification and remediation
Contribute to the internal knowledge base by documenting solutions to common issues
Work closely with the Help Desk Manager to establish and reinforce Help Desk processes and best practices
Lead or be a key contributor to IT projects and provide IT insight into business-related projects
Work closely with other IT teams to resolve complex issues
Maintain accurate inventory of IT assets
Project assignments as requested
travel, up to 25% or as needed
Must be willing to work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines.
Other duties as assigned