IT Help Desk Technician

Position Summary:

We are looking for an experienced and customer-focused Senior Helpdesk Technician with 6–8 years of hands-on IT support experience to join our IT Department. The successful candidate will provide advanced end-user support, resolve complex desktop and application issues, mentor junior support staff, and help drive service quality across endpoint, Microsoft 365, account administration, and workplace technology support.

Key Responsibilities:

· Advanced Helpdesk Support:

o Provide high-touch, timely, and professional IT support for C-suite Executives (CEO, CFO, COO, CTO, CAO, CIO) and senior leadership, including priority troubleshooting, technology assistance, device readiness, and clear communication throughout issue resolution.

o Provide technical support for hardware, software, operating systems, and network-related issues.

o Troubleshoot and resolve complex incidents involving Microsoft 365, Outlook, Teams, VPN, printers, remote access, and line-of-business applications.

o Manage user accounts, permissions, group memberships, and access requests in Active Directory and related systems.

o Support onboarding, offboarding, workstation provisioning, software installations, device replacements, and user setup activities.

o Own incidents through resolution, ensuring timely follow-up, strong customer communication, and accurate ticket updates.

· Escalation & Problem Resolution:

o Act as a senior escalation point for unresolved service desk issues and recurring technical problems.

o Perform root cause analysis for common incidents and recommend long-term fixes to improve service stability.

o Coordinate with infrastructure, security, networking, and application teams to resolve cross-functional technical issues.

o Identify trends in support tickets and recommend improvements to reduce repeat incidents and improve end-user experience.

· Endpoint & Workplace Technology Support:

o Support desktop, laptop, mobile device, and peripheral lifecycle management including deployment, maintenance, upgrades, and retirement.

o Assist with endpoint configuration, patching, encryption compliance, and standard software deployment processes.

o Maintain and troubleshoot workplace technologies including conference room equipment, collaboration tools, and printing solutions.

· Service Excellence & Team Collaboration:

o Mentor junior helpdesk technicians by sharing technical knowledge, troubleshooting approaches, and customer service best practices.

o Contribute to knowledge base articles, standard operating procedures, and user support documentation.

o Help enforce service desk processes, ticket quality standards, and SLA-focused support practices.

o Participate in IT projects, refresh initiatives, rollouts, and continuous improvement efforts.

· Security & Compliance Support:

o Support security-related tasks such as access reviews, endpoint protection checks, phishing escalation, and policy-aligned troubleshooting.

o Escalate suspicious activity and assist with remediation steps in coordination with senior IT or security teams.

Qualifications:

· 6–8 years of experience in IT helpdesk, desktop support, or service desk roles in an enterprise environment.

· Strong experience supporting Windows devices, Microsoft 365, Outlook, Teams, printers, VPN, remote support tools, and user account administration.

· Hands-on experience with Active Directory, ticketing systems, hardware troubleshooting, software deployment, and endpoint support processes.

· Proven ability to diagnose and resolve complex technical issues while managing multiple priorities in a fast-paced environment.

· Excellent verbal and written communication skills with a customer-first mindset is a must.

· Experience mentoring junior team members and working collaboratively across IT teams.

If interested please share updated resume to [email protected]

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• Dental insurance

Work Location: In person