Senior Help Desk Technician

About the position

The Senior Help Desk Technician provides comprehensive technical support to end users across the organization, ensuring smooth IT operations. The role also includes participation in security remediation, vulnerability management, and compliance tasks to maintain a secure IT environment. This position requires a focus on incident resolution, supporting critical tasks, and providing seamless communication for technical issues.

Responsibilities

• Provide comprehensive technical support across a range of hardware, software, and network issues.
• Take ownership of service requests and technical problems, ensuring prompt and effective resolution to minimize disruption to business operations.
• Address and escalate issues as necessary to ensure timely solutions.
• Assist in providing reliable IT support to regional offices, remote users, and future expansion sites.
• Lead and assist in security remediation efforts, vulnerability management, and compliance tasks.
• Participate in IT audits and help ensure adherence to cybersecurity protocols and regulatory requirements.
• Serve as a direct point of contact for technical support, including high-priority issues and executive-level needs.
• Deliver responsive, courteous, and professional service to all users.
• Provide ongoing support for servers and applications used by the help desk team.
• Provide advanced support for business communication systems, including phone services, mobile apps, and call flow configurations.
• Provide on-call support during evenings and weekends as necessary to ensure business continuity.
• Participate in IT-related projects, such as hardware/software upgrades, system migrations, and network optimizations.
• Support the maintenance, optimization, and upgrades of IT systems and infrastructure.
• Utilize scripting tools to automate tasks, deploy software packages, updates, and patches.
• Maintain clear and accurate records of technical issues, resolutions, and service requests.
• Document procedures, configurations, and recurring issues to support consistency and knowledge sharing.
• Communicate effectively with both technical teams and executive users regarding progress, updates, and resolutions.
• Work closely with other IT team members and departments to resolve issues and escalate problems as needed.
• Liaise with third-party support and vendors for equipment or software issues that require external assistance.
• Assist in monitoring system performance and proactively identify and address potential IT issues.
• Maintain and meet key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, and system uptime.

Requirements

• Associate's degree in Information Technology or a related field preferred; equivalent combination of education and relevant work experience will be considered.
• Minimum of 3 years of experience in IT support or help desk roles.
• CompTIA A+ and Network+ certifications preferred; equivalent certifications or experience will be considered.
• Proven experience in security remediation, vulnerability management (e.g., Rapid7), and ensuring compliance with IT security standards and regulations.
• Strong troubleshooting and problem resolution skills across various IT systems and platforms.
• Experience with Windows-based environments, Active Directory, and Office 365.

Nice-to-haves

• New User Setups and Terminations.
• Computer Replacement/Repairs (Break/Fix).
• Remote and Onsite Support.
• Excellent communication skills with a focus on providing exceptional customer service.

Benefits

• Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.