Job Description

Key Responsibilities:

• Serve as the escalation point for complex or unresolved technical issues from Tier 1 and Tier 2 help desk staff.
• Provide expert-level support for desktops, laptops, mobile devices, printers, and other endpoint hardware.
• Troubleshoot and resolve issues related to Microsoft Windows, macOS, Office 365, VPN, and business applications.
• Administer user accounts, permissions, and group policies in Active Directory and Microsoft 365.
• Support networking fundamentals including TCP/IP, DNS, DHCP, and basic firewall/VPN configurations.
• Monitor and respond to tickets in the ITSM system within defined SLAs.
• Document solutions and create knowledge base articles for common issues.
• Assist with onboarding and offboarding processes, including account setup, device provisioning, and access management.
• Collaborate with other IT teams to support system upgrades, deployments, and IT projects.
• Train and mentor junior help desk technicians and participate in process improvement initiatives.
• Maintain inventory of IT assets, ensuring accurate records and timely replacements.

Qualifications:

• Associate or Bachelor’s degree in Information Technology or related field preferred.
• 3–5+ years of experience in an IT help desk or technical support role, with at least 1–2 years in a senior or escalation-level position.
• Strong troubleshooting skills and working knowledge of Windows 10/11, Office 365, and Active Directory.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP, etc.).
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Excellent communication, interpersonal, and customer service skills.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Certified, or similar are a plus.

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