Senior Support Desk Engineer

Housing Authority Insurance Group•Cheshire, CT

28d

About The Position

The Senior Support Desk Engineer plays a critical role in the technical support team, acting as the escalation point for complex technical issues that cannot be resolved by initial support. This position requires a strong understanding of the company's products, services, and systems, as well as excellent troubleshooting and customer service skills. The Senior Support Desk Engineer works closely with support staff, development teams, and other technical specialists to ensure timely and effective resolution of customer issues.

Requirements

Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
5+ years of experience in technical support or IT helpdesk role.
Strong analytical and problem-solving skills with attention to detail.
Proficiency of System Software (Windows and IOS), networking protocols, and application software including General Purpose, Customized and Utility applications.
M365
Share Point
Copilot
Excellent verbal and written communication skills.
Ability to work independently and within a team environment.
Customer-focused attitude and ability to manage challenging situations professionally.
Experience with ticketing systems and remote support tools, Jira experience is a plus.
Ability to handle multiple tasks and prioritize effectively under pressure.
Strong desire for continuous learning and professional development.

Nice To Haves

Technical certifications (e.g., CompTIA, Microsoft) are a plus.
Experience supporting enterprise-level clients or mission-critical environments.
Knowledge of cloud technologies, virtualization, and cybersecurity concepts.

Responsibilities

Provide advanced technical support for software, hardware, and network-related issues escalated from initial support.
Asset tracking and inventory management, keeping track of all IT assets, including hardware, software and contracts, and maintaining accurate records.
Diagnose, troubleshoot, and resolve complex customer problems via phone, email, chat, or remote access tools.
Ensure that all support activities, resolutions, and customer communications are thoroughly documented within the ticketing system.
Work in partnership with the Infrastructure and Application Development teams to assist with the resolution and escalation of product bugs or systemic issues.
Management and execution of deployment requests.
Assist in creating and updating technical documentation, knowledge base articles, and FAQs.
Offer technical instruction and support to Service Desk team members.
Participate in root cause analysis and provide feedback for product and process improvements.
Ensure timely follow-up and communication with customers regarding issue status and resolution.
Keep up to date with IT products, services, and trends to ensure platforms remain modern and relevant in your planning.
Collaborate closely with operations engineers during escalations involving complex, non‑routine, or systemic technical issues.

Benefits

Bonus program eligibility
Annual merit program
Outstanding 401(k) program and non-elective contribution
Flexible work schedules
Generous paid time off, paid volunteer days and paid holidays
Medical, vision and dental Insurance
Company paid life, AD&D, short-term disability, and long-term disability coverage
HSA, FSA and dependent care options
On-Site wellness: Full gym and locker rooms, wellness initiatives, outdoor basketball and tennis court, picnic pavilion area
Tuition reimbursement and loan repayment
Professional development
Community outreach