Senior Help Desk Engineer

We’re looking for a Senior Help Desk Technician to take the lead in resolving advanced technical issues and supporting our IT operations. You’ll be working across hardware, software, systems, and networks to ensure seamless and secure day-to-day functionality.

What you'll do:

• Serve as the primary escalation point for level 2 and level 3 support tickets.
• Troubleshoot Windows operating systems, Microsoft Office, and Microsoft 365.
• Diagnose and resolve Outlook and Exchange issues.
• Provide technical support for printers, peripherals, and end-user devices.
• Install, configure, and maintain hardware.
• Manage Active Directory user administration.
• Configure and maintain Group Policy as assigned.
• Support endpoint management solutions.
• Troubleshoot VPN connectivity issues.
• Assist with software deployment and installation.
• Maintain accurate IT asset inventory.
• Document technical procedures and troubleshooting guides.
• Escalate complex infrastructure issues when necessary.
• Participate in on-call support rotations.

In order to succeed in this role, you'll need to have:

• 4+ years of IT Support / Help Desk experience, including 1+ year in a Senior or escalation-level role.
• Strong experience with Windows 11 troubleshooting and end-user support.
• Hands-on experience administering and troubleshooting Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint, OneDrive, and Intune.
• Good knowledge of Microsoft Entra ID and Active Directory, including user and device administration.
• Advanced Windows Server administration and GPO knowledge.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Experience with IT ticketing systems, SLA management, and remote support tools.
• Experience with endpoint management, software deployment, patching, and device provisioning.
• Strong experience troubleshooting hardware, software, printers, and endpoint issues.
• Ability to handle Tier 2/3 escalations, prioritize multiple issues, and mentor junior team members.
• Strong root-cause analysis, problem-solving, documentation, and communication skills.
• Ability to work independently in a client-facing, SLA-driven environment.