Senior IT Help Desk Specialist - Hybrid

United States·Planosenior

OtherHelp Desk Specialist

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Quick Summary

Overview

IT Senior Help Desk Specialist Position Overview: This role is responsible for providing timely, high-quality support to end users by resolving hardware, software and access-related issues in a fast-paced, service-driven environment.

Technical Tools

awsazuregcpnetworking

Position Overview:

This role is responsible for providing timely, high-quality support to end users by resolving hardware, software and access-related issues in a fast-paced, service-driven environment. This position acts as an escalation point for complex issues, and goes beyond traditional help desk responsibilities, contributing to system administration, automation, security and operational stability across corporate and branch locations.

Ideal candidates bring a strong service-oriented mindset, exceptional problem-solving skills, and advanced technical expertise across a wide range of environments.

Essential Functions of the Role:

Serve as Tier 1 and 2/3 escalation point from Help Desk Specialists for complex end-user issues
Troubleshoot advanced issues involving operating systems, applications and network-related issues
Manage user accounts, permissions, group policies and access controls
Manage endpoint deployments, configurations and updates
Support endpoint management (desktops, laptops, mobile devices)
Ensure timely resolution of tickets in alignment with SLAs
Maintain documentation for systems, processes and procedures
Mentor Help Desk Specialists, providing guidance and support
Participate in system patching, updates and maintenance cycles
Assist with virtualization and cloud environments (Azure/AWS)
Assist with the identification and development of process improvements within the Help Desk
Other duties as assigned.

Essential Knowledge/Skills/Abilities:

Strong customer service skills
Exceptional problem-solving skills
Advanced knowledge of Microsoft Suite (O365, Exchange, Teams, SharePoint, OneDrive, Active Directory, Entra, InTune, etc)
Strong knowledge of Windows environments and Microsoft 365
Solid understanding of networking concepts (TCP/IP, DNS, DHCP)
High attention to detail

Essential Knowledge/Skills/Abilities Cont’d:

Working knowledge modern ITSM platforms
Extensive time management and organizational skills
Ability to work independently and as part of a team

Requirements

~1 min read

4-6 years of Information Technology (IT) Support Experience, including 1-3 years managing escalations with progression into systems and/or infrastructure support
Exposure to cloud platforms (Azure, AWS, or Google Cloud) required
Basic scripting experience (PowerShell preferred) required

Requirements

~1 min read

Associate’s degree in Information Technology, Computer Science, or equivalent experience required
Industry certifications such as CompTIA Network+, Microsoft AZ-900, MS-900, Security+ or similar preferred

Collaborative team environment.
Requires normal vision (corrected) both close and distant.
Requires normal hearing levels (corrected).
Requires working at a desk to use a phone and computer for extended periods of time.
Requires sitting, bending.
Works effectively with frequent interruptions.
Lifting requirements of 15 lbs. occasionally.
Casual dress code.