Senior IT Helpdesk Technician

Responsibilities

• Provide advanced end-user support for Windows and macOS systems, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Entra ID, Intune, VPN, printers, scanners, and virtual desktop infrastructure (VDI).
• Application Support Requirements: Provide support for core business and operational applications/systems, assisting with deployments, upgrades, integrations, and troubleshooting advanced software issues.  Endpoint Support: Assist with endpoint management, coordinate device imaging and configuration, lead troubleshooting of advanced hardware problems, and support lifecycle planning for user devices.
• Merger & Acquisition (M&A) Support: Assist in coordinating IT-related activities during mergers and acquisitions, including supporting application migrations, conducting system discovery, and facilitating the smooth integration of technology environments.
• Enforce and monitor security controls such as multi-factor authentication (MFA), conditional access, and data loss prevention (DLP).
• Maintain audit-ready documentation for compliance and security standards.
• Handle escalated issues from Level 1 technicians, ensuring timely and accurate resolution.
• Maintain composure and professionalism while managing high pressure or critical incidents.
• Mentor and train Level1 technicians, fostering a culture of knowledge-sharing and professional growth.
• Create and maintain knowledge base articles and runbooks to improve team efficiency and consistency.
• Identify gaps in support, knowledge, or process, and drive initiatives for improvement.
• Collaborate with vendors and external partners to resolve issues and implement solutions.
• Participate in after-hours rotations during peak business periods to ensure uninterrupted IT support to serve as an escalation path.
• Communicate effectively with stakeholders across the firm, translating technical concepts into actionable business language.
• Assist with office technology migrations and IT infrastructure changes, including hardware setup, workstation rebuilds, office relocations, and equipment moves, ensuring minimal disruption to business operations and working in coordination with the IT team.

Requirements

• 5+ years of experience in desktop/helpdesk support within a medium-to-large organization.
• Strong proficiency in PowerShell scripting and automation.
• Deep expertise with Microsoft 365, Intune, and Entra ID administration.
• Experience supporting tax and audit applications (e.g., CCH, Thomson Reuters, Caseware, QuickBooks).
• Solid understanding of ITIL practices and service management principles.
• Excellent oral and written communication skills, with customer service orientation.
• Demonstrated ability to handle escalations and high-pressure situations professionally.
• Certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, ITIL 4 Foundation (preferred).
• Leadership skills and experience mentoring team members.
• Ability to identify and escalate problem tickets from Level 1 support staff.
• Proactive in identifying and addressing support, knowledge, and process gaps.
• Strong stakeholder management and interpersonal skills.
• Experience collaborating with cross-functional teams and vendors.