Senior IT Help Desk

TRP Infrastructures•Fort Worth, TX

21d

About The Position

The Senior IT Help Desk Professional serves as a lead technical resource within the IT organization, responsible for providing advanced end-user support, mentoring junior team members, and ensuring reliable, secure access to enterprise technology systems across TRP Infrastructure and its subsidiaries. This role bridges day-to-day support operations with IT leadership by owning complex issue resolution, supporting endpoint and identity management standards, and acting as an escalation point for critical user-impacting incidents. The Senior Help Desk professional plays a key role in maintaining system stability, enforcing security policies, improving user experience, and supporting business operations through proactive troubleshooting, documentation, and cross-functional collaboration.

Requirements

Strong experience supporting Microsoft 365 and enterprise identity environments.
Proficiency with Windows and macOS administration and troubleshooting.
Working knowledge of endpoint management tools (e.g., Intune or similar MDM platforms).
Experience supporting enterprise security controls, including MFA and endpoint protection.
Strong troubleshooting, documentation, and customer-service skills.
Ability to prioritize workload, manage escalations, and communicate effectively with both technical and non-technical users.
5+ years of progressive IT support experience, with demonstrated senior or lead-level responsibilities.

Responsibilities

Serve as an escalation point for Tier 1 and Tier 2 help desk issues involving: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Windows and macOS endpoints Mobile devices and remote access technologies
Troubleshoot and resolve complex hardware, software, and connectivity issues with minimal downtime.
Support user identity and access management, including: Account provisioning and deprovisioning Group membership Role-based access requests MFA enforcement and authentication troubleshooting
Assist with device lifecycle management: New hire onboarding and offboarding Endpoint configuration Patch coordination Compliance and security posture support
Provide guidance and mentorship to junior help desk analysts to improve consistency, documentation quality, and resolution efficiency.
Maintain and improve IT documentation, standard operating procedures, and user-facing knowledge base articles.
Participate in security initiatives by supporting endpoint protection, phishing response, and access audits in coordination with IT leadership.
Collaborate with vendors, MSPs, and internal teams to resolve escalated issues and support ongoing IT initiatives.
Assist with office moves, hardware refreshes, and technology deployments as needed.
Provide on-call or after-hours support for critical incidents when required.