Senior Help Desk Technician

We are seeking a dynamic and experienced Senior Help Desk Technician to join our IT support team. In this pivotal role, you will be the frontline champion for technical support, ensuring seamless resolution of hardware, software, and network issues across the organization. Your expertise will empower users to operate efficiently and confidently within a robust IT infrastructure. This position offers an exciting opportunity to lead troubleshooting efforts, optimize help desk systems, and contribute to a proactive support environment that drives operational excellence., * Provide advanced technical support to end-users for operating systems including Windows and macOS, as well as mobile devices and peripherals.

• Manage and resolve complex hardware and software issues related to desktops, laptops, printers, and other IT equipment.
• Troubleshoot network connectivity problems involving LAN, WAN, VPNs, firewalls, DNS, TCP/IP, and network administration tools such as Cisco Meraki and BMC Remedy.
• Support Active Directory management tasks including user account creation, permissions adjustments, GPO (Group Policy Object) configurations, and Active Directory troubleshooting.
• Utilize help desk systems like ServiceNow, Jira, and Help Desk ticket management tools to log incidents, track progress, escalate issues appropriately, and ensure timely resolution.
• Assist in maintaining IT infrastructure components such as Windows Server environments and Linux systems while supporting network troubleshooting efforts.
• Conduct analysis skills to diagnose technical issues quickly and accurately while communicating solutions clearly to users of varying technical backgrounds.
• Support the deployment and management of security tools including VPNs, firewalls, and network security protocols like TCP/IP to safeguard organizational data.
• Collaborate with cross-functional teams on projects involving computer management, hardware upgrades, software installations, and system updates.

• Proven technical support experience in a help desk or desktop support role with a focus on customer service excellence.
• Strong knowledge of Microsoft Office applications along with proficiency in operating systems such as Windows (including Windows Server), macOS, and Linux.
• Hands-on experience with help desk systems like ServiceNow or BMC Remedy for incident tracking and resolution workflows.
• Familiarity with computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS management, VPN setup, firewall configuration (e.g., Meraki), and network troubleshooting techniques.
• Demonstrated ability to troubleshoot hardware components such as computer hardware peripherals and mobile devices effectively.
• Experience managing Active Directory environments-creating user accounts, managing permissions-and working with Group Policy Objects (GPO).
• Knowledge of IT infrastructure components including switches, routers, servers, SCCM (System Center Configuration Manager), GPOs for policy enforcement, and computer management tools.
• Excellent communication skills with the ability to translate technical information into clear guidance for end-users.
• Analysis skills that enable quick diagnosis of issues related to operating systems like Windows or macOS as well as network problems involving TCP/IP or DNS settings.

Join us if you’re passionate about delivering exceptional IT support that empowers users daily! This role is paid - offering a rewarding opportunity to develop your skills within a vibrant team dedicated to technological excellence and customer satisfaction.

Pay: Up to $35.00 per hour

Application Question(s):

• Hands-on experience with one or more device management platforms:

Kandji (Mac MDM) MobileIron Microsoft Intune

Experience:

• IT Help Desk Support: 7 years (Required)
• MS Office 365: 4 years (Required)
• SaaS Applications: 3 years (Required)
• Identity & access management: 3 years (Required)
• Okta: 2 years (Required)
• Mobile devices: 5 years (Required)
• Endpoint technologies: 3 years (Required)

Up to $35 an hour - Contract