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# Senior Technical Support Specialist

- **Company:** Fedpoint LLC
- **Location:** Portsmouth, NH, United States
- **Experience:** Expert
- **Salary:** $60,902.0 - $82,389.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Antivirus Softwares, Desktop Computing, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Job Scheduling, Microsoft Office, Virtual Desktops, Network Connections, Microsoft SharePoint, Software Asset Management, Wireless Networks, Computer Equipment, Information Technology
- **Published:** September 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=55b92f5e527023b8

## About the Role

* Minimum 5 years of hands-on experience supporting an IT Service Desk.
 * High school diploma or equivalent required.
 * Proficiency in troubleshooting:

 - Microsoft Windows 10/11
 - Microsoft Office 2013, 2016, 2019, and 365
 - Laptop and desktop hardware
 * Strong experience supporting wireless networks, VPN connectivity, fax/printer devices, and IP phones (preferred).
 * Experience with virtual desktop platforms, antivirus applications, and laptop encryption technologies (preferred).
 * Working knowledge of Active Directory and SharePoint (preferred)., * Demonstrated ability to stay up-to-date with evolving technologies.
 * Strong multi-tasking skills with the ability to prioritize effectively in a dynamic environment.
 * Exceptional problem-solving skills with the ability to remain composed under pressure and resolve complex issues efficiently.
 * Self-motivated with the ability to work independently and deliver high-quality results with minimal supervision.
 * Strong customer service orientation and professional communication skills (required).
 * Ability to collaborate effectively within a team and communicate clearly with colleagues, managers, and end users (required).

## Description

FedPoint is seeking an experienced and highly motivated Senior Technical Support Specialist to join our IT Infrastructure Team. This role is ideal for a seasoned IT professional who thrives in fast-paced environments, excels at solving complex technical issues, and takes pride in delivering exceptional customer service. As a senior member of the Service Desk, you will oversee daily operations, mentor team members, maintain high-quality service standards, and ensure efficient resolution of end-user support requests.

This position plays a key role in supporting organizational technology needs, driving operational excellence, and ensuring a seamless employee experience throughout the HR lifecycle., Service Desk Leadership and Support - 40%

 * Manage, triage, and oversee daily help desk requests while ensuring timely and accurate documentation of all actions taken.
 * Provide advanced troubleshooting for laptops, desktops, virtual desktops, network connectivity, and application issues.
 * Monitor ticket progression end-to-end, escalating when necessary and driving continuous improvement in service delivery.

HR Lifecycle Technology Support - 25%

 * Lead IT processes related to onboarding, terminations, transfers, and leaves of absence.
 * Ensure accurate account creation, deactivation, access management, and equipment provisioning.
 * Collaborate with HR and other departments to ensure full compliance with internal protocols and policies.

Process Development & Coaching - 15%

 * Contribute to the creation, improvement, and documentation of departmental procedures.
 * Provide coaching to Technical Support Specialists to reinforce best practices and enhance ticketing system efficiency.

IT Asset Management - 10%

 * Track, maintain, and update hardware and software inventory.
 * Oversee the distribution, allocation, ordering, and disposal of assets in alignment with company policy.

Supply Management - 5%

 * Manage procurement of IT and office supplies.
 * Maintain supply inventory and ensure necessary materials are available.

Infrastructure Project Support - 5%

 * Assist with technical projects, equipment maintenance, security administration, and job scheduling as needed.
 * Work closely with the IT Infrastructure team to support organization-wide initiatives.