Sr Help Desk

Senior Help Desk Specialist Overview

• The Senior Help Desk Specialist will provide critical IT support to employees across multiple office locations.
• This role ensures smooth technology experiences by addressing technical issues and supporting IT operations.
• Collaborate with the IT team to deliver reliable and efficient solutions for staff needs.
• Work in a hybrid environment with a minimum of four days per week in-office.
• Support onboarding and offboarding processes, including device setup and account provisioning.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Assist with technology rollouts, equipment procurement, and asset inventory management.
• Provide occasional after-hours and weekend support to minimize business disruption.

Senior Help Desk Specialist Key Responsibilities & Duties

• Log, track, and resolve IT support tickets using ITSM platforms like ServiceNow or Jira.
• Support employee onboarding and offboarding processes, including device setup and equipment tracking.
• Assist with MDM platform administration, including device enrollment and configuration tasks.
• Escalate complex issues to senior IT staff with clear documentation and context.
• Support AV and conferencing technology setup and troubleshooting in meeting rooms.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Assist with technology rollouts, equipment procurement, and asset inventory management.
• Provide occasional after-hours and weekend support to minimize business disruption.

Senior Help Desk Specialist Job Requirements

• Bachelor’s degree in IT, Computer Science, or related field preferred.
• 7+ years of experience in helpdesk, desktop support, or IT support roles.
• Hands-on experience supporting macOS and Windows environments professionally.
• Familiarity with Microsoft 365 and basic Azure Active Directory tasks.
• Exposure to ITSM tools such as ServiceNow or Jira Service Management.
• Basic understanding of MDM concepts; experience with Jamf or AirWatch preferred.
• Strong communication skills with a customer-first attitude.
• CompTIA A+ or similar certification is a plus.