Help Desk Jobs

About The Position

Requirements

• At least 5 years of experience in technical support, application support, systems administration, infrastructure support, or a related technical field.
• At least 2 years of experience leading, supervising, mentoring, or managing technical support personnel or teams.
• Strong technical troubleshooting and problem-solving skills, including guiding investigation of complex production issues.
• Experience supporting business-critical applications in a production environment.
• Experience with Windows-based systems and common enterprise technologies.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Experience troubleshooting application errors, connectivity issues, authentication problems, and system integrations.
• Ability to interpret application and system logs and guide structured incident investigation and root-cause analysis.
• Experience managing support ticketing systems, IT service management processes, incident workflows, and escalation procedures.
• Ability to prioritize competing demands, allocate resources, and manage incidents based on business impact and urgency.
• Experience establishing or monitoring service-level agreements, operational metrics, or support performance objectives.
• Excellent written and verbal communication skills, including communicating technical issues and business impact to diverse audiences.
• Ability to collaborate across technical and non-technical teams and influence outcomes without direct authority.
• Strong organizational skills and ability to manage day-to-day operations while driving longer-term improvements.

Nice To Haves

• Experience managing support for SaaS platforms or enterprise business applications.
• Experience supporting geographically distributed customers and users across multiple time zones.
• Familiarity with REST APIs, web services, JSON, XML, and system integrations.
• Familiarity with SQL and basic database troubleshooting.
• Experience with cloud platforms such as AWS or Microsoft Azure.
• Familiarity with authentication technologies such as SSO, SAML, OAuth, and OpenID Connect.
• Experience with monitoring, alerting, and centralized logging platforms.
• Experience with scripting or automation using PowerShell, Python, or similar technologies.
• ITIL certification or practical experience with IT service management frameworks.
• Experience in cybersecurity-conscious environments, including adherence to access controls, security procedures, and incident management practices.
• Experience implementing support metrics, dashboards, knowledge-management programs, or operational improvement initiatives.
• Experience managing major incidents, conducting post-incident reviews, and coordinating root-cause analysis.

Responsibilities

• Lead, manage, coach, mentor, and develop the technical support team; set priorities, responsibilities, expectations, and accountability standards.
• Manage staffing, scheduling, workload distribution, and support coverage across North America within the support window.
• Participate in recruiting, onboarding, training, and performance management for support personnel.
• Oversee Tier 1–3 technical support for customers and internal users, prioritizing and resolving incidents and service requests according to impact, urgency, and service-level expectations.
• Monitor ticket queues, workload, response and resolution times, backlog, and escalations.
• Establish and improve support processes, workflows, escalation procedures, and standard operating procedures.
• Ensure tickets are documented and communicated throughout the incident lifecycle.
• Oversee investigation and resolution of application, system, connectivity, authentication, infrastructure, and integration issues.
• Lead critical-incident and major-service-disruption response, coordinating resources, communications, escalations, and post-incident reviews.
• Identify operational risks and resource constraints and implement corrective actions.
• Set up, tear down, and relocate workspaces, including desktop towers, dual-monitor mounts, docking stations, and cabling.
• Unbox hardware shipments, label inventory with asset tags, and organize physical IT storage rooms.
• Perform hands-on hardware diagnostics and component replacements, including laptop keyboards, RAM, hard drives, and peripheral devices.
• Conduct physical inventory audits to reconcile active, stock, and decommissioned equipment with database records.
• Gather, lift, stack, and prepare decommissioned equipment for secure recycling or vendor pickup.
• Serve as a senior technical resource for complex or high-impact issues and guide team members in troubleshooting and resolution.
• Oversee investigation of incidents involving application logs, system behavior, network connectivity, APIs, integrations, and other technical components.
• Coordinate escalations to Engineering, Development, Infrastructure, Product, and other teams, ensuring issues are documented, prioritized, and followed through.
• Maintain working knowledge of supported applications, infrastructure, integrations, customer environments, and enterprise technologies.
• Provide technical oversight for deployments, configuration changes, upgrades, patches, and troubleshooting; ensure fixes and workarounds are appropriately tested and validated.
• Develop repeatable troubleshooting methods and technical standards to improve consistency and reduce resolution times.
• Partner with Engineering and Product to identify recurring defects, investigate root causes, and drive permanent corrective actions.
• Improve communication and escalation practices between Support and other technical teams; represent customer and support-team perspectives in product and process discussions.
• Collaborate with stakeholders on incident impact, priorities, and resolution plans, and lead cross-functional incident response and follow-up.
• Define, track, and report support indicators including ticket volume, response and resolution times, SLA attainment, backlog, escalation rates, customer satisfaction, and recurring incidents.
• Analyze support trends and operational data, lead root-cause and corrective-action initiatives, and identify opportunities to improve team performance, product reliability, and customer experience.
• Maintain technical documentation, knowledge-base articles, troubleshooting guides, training materials, and standard operating procedures.
• Improve support efficiency through knowledge sharing, process optimization, monitoring, automation, and self-service resources.
• Provide leadership updates on support performance, incidents, team capacity, operational risks, and improvement initiatives.
• Promote consistent documentation, knowledge transfer, and compliance with support and security procedures.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan options
• Paid time off
• Sick time
• Paid holidays
• Opportunity to grow with a dynamic, innovative team in a startup-like culture