Senior IT Helpdesk Specialist

PrePass•Phoenix, AZ

1d•Hybrid

About The Position

The Senior IT Helpdesk Specialist serves as the primary escalation point for complex technical issues, ensuring timely resolution and exceptional customer service. This role involves advanced troubleshooting, mentoring junior technicians, and improving IT processes. The specialist will manage hardware, software, and network-related issues across Windows and macOS platforms, iOS and Android devices, and Office 365 services, ensuring minimal downtime and optimal system performance. This is a hybrid role based at our downtown Phoenix office.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
4–6 years in IT helpdesk or technical support roles, with at least 2 years in a senior or escalation capacity.
Strong knowledge of Windows and macOS environments, Office 365 administration, and networking fundamentals.
Proficiency with Jira Service Management, Apple Business Manager, and Microsoft Intune.
Experience supporting iOS and Android mobile devices.
Familiarity with security best practices and endpoint protection tools.
Excellent problem-solving, communication, and organizational skills.
Ability to work independently and mentor team members effectively.

Nice To Haves

CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.
Apple Certified Support Professional (ACSP) or equivalent is a plus.

Responsibilities

Diagnose and resolve complex hardware, software, and network issues for Mac and PC systems, as well as iOS and Android devices, both remotely and on-site.
Handle escalated tickets from Level 1 and Level 2 support teams.
Manage user accounts, permissions, and security settings in Office 365 and Active Directory.
Administer and support Jira Service Management for ticketing and workflow.
Manage Apple Business Manager for macOS and iOS device enrollment and provisioning.
Configure and maintain Microsoft Intune for device management and compliance across Windows, macOS, iOS, and Android.
Provide advanced support for Microsoft 365 apps and services (Exchange Online, Teams, SharePoint, OneDrive).
Assist with mailbox management, distribution lists, and security policies.
Maintain accurate records in the ticketing system, documenting resolutions and best practices.
Develop and update knowledge base articles and technical documentation for cross-platform and Office 365 support.
Provide guidance and training to junior helpdesk staff.
Collaborate with infrastructure, security, and application teams to resolve systemic issues.
Identify recurring issues and recommend process or technology improvements.
Participate in IT projects, system upgrades, and deployment initiatives for multi-platform environments.

Benefits

Robust benefit package that includes medical, dental, and vision that start on date of hire.
Paid Time Off, to include vacation, sick, holidays, and floating holidays.
401(k) plan with employer match.
Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
Tuition Reimbursement Program.
Voluntary benefits, to include but not limited to Legal and Pet Discounts.
Employee Assistance Program (available at no cost to you).
Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
Community Give-Back initiatives.
Culture that focuses on employee development initiatives.