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# Senior Help Desk Technician

- **Company:** Solved IT Services LLC
- **Location:** Paterson, NJ, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Confluence, Microsoft Azure, Windows Servers, Windows PowerShell, Runbook, Virtualization Technology, Scripting, 3-tier Architectures
- **Published:** October 9, 2026
- **Apply:** https://www.careerjet.com/jobad/usa719d930532a01f55520130779a54bfb

## About the Role

Knowledge, Skills, and Abilities:
Deep troubleshooting expertise across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tooling
Skill in installing, repairing, and maintaining network and infrastructure equipment
Strong analytical thinking, problem-solving, and root-cause analysis skills
Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews
Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell)
Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement
Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers
Ability to hold documentation and quality standards without becoming a bottleneck

## Description

Lead high-severity incident response, including P1 and major incident scenarios, providing senior technical direction and coordinating the response across Service Desk, Professional Services, and vendor resources per the Incident Management Policy
Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work per the Problem Management Policy
Own maintenance and improvement of Senior Help Desk Technician runbooks, technical standards, and knowledge base content in Confluence and IT Glue, and retire stale or contradictory documentation
Drive automation improvements that reduce recurring toil, including scripting standard fixes, tuning RMM automation, and identifying candidate procedures for automation-first delivery
Provide structured technical coaching and enablement across Support Technician I and II, including pairing on complex tickets, reviewing knowledge articles, and leading technical training sessions on newly documented procedures
Contribute to Problem Management as an investigator when Tier 3 investigation is required for individual client problems and when master Problem records are opened for cross-client patterns, per the Problem Management Policy
Model ticket documentation, time entry, and closure standards for the Help Desk
Partner with the Service Desk Manager on Continual Improvement Register (CIR) items and service improvement plans
Represent the Help Desk Technician in cross-practice coordination with Professional Services, on shared work, transitions, and improvement initiatives
Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA
Participate in the weekly on-call rotation, providing after-hours coverage as backup to Endeavor IT's third-party after-hours service
Any additional tasks required by management