Senior IT Help Desk / Desktop Support Specialist (L2/L3)

1. IT Help Desk and Technical Support

Provide Level 1 and Level 2 technical support, with escalation support for more complex issues.

Troubleshoot and resolve hardware, software, operating system, and connectivity problems.

Support Windows desktops, laptops, printers, peripherals, and mobile devices.

Diagnose and resolve Microsoft Office and Microsoft 365 application issues.

Provide remote and onsite technical assistance as required.

Install, configure, upgrade, and maintain end-user hardware and software.

1. Incident and Ticket Management

Create, update, prioritize, track, and resolve IT support tickets.

Work with Jira Service Management (preferred) or equivalent tools such as ServiceNow, Zendesk, Freshservice, BMC Remedy, or ManageEngine ServiceDesk Plus.

Categorize and prioritize incidents based on business impact and urgency.

Follow established incident management, request fulfillment, and escalation procedures.

Maintain accurate ticket documentation and resolution notes.

Monitor and meet agreed SLA targets.

Identify recurring technical issues and contribute to root cause analysis.

1. User Account and Access Management

Assist with Active Directory and Microsoft Entra ID (Azure AD) user administration.

Support password resets, account unlocks, and user access requests.

Assist with onboarding and offboarding employees.

Troubleshoot VPN, multifactor authentication (MFA), and access-related issues.

Follow established IT security policies and access control procedures.

1. Hardware, Software, and Network Troubleshooting

Diagnose desktop and laptop hardware failures.

Troubleshoot basic LAN, Wi-Fi, DNS, DHCP, TCP/IP, and VPN connectivity issues.

Support workstation imaging, configuration, and software deployment.

Assist with endpoint security tools, antivirus, and device compliance.

Coordinate hardware replacement and warranty support with vendors when necessary.

1. Customer Service and Documentation

Communicate clearly and professionally with end users.

Provide timely status updates and manage user expectations.

Create and maintain technical documentation, troubleshooting guides, and knowledge-base articles.

We are seeking an experienced IT Help Desk / Desktop Support Specialist with 5-10 years of hands-on experience providing technical support in an enterprise IT environment.

The ideal candidate should possess strong troubleshooting skills, experience supporting end users across hardware, software, operating systems, and network connectivity, and proficiency in managing incidents and service requests through ticketing systems.

The candidate should be capable of independently resolving complex technical issues, meeting service-level agreements (SLAs), and delivering excellent customer service., 5-10 years of experience in IT Help Desk, Desktop Support, Service Desk, or End-User Computing Support.

CompTIA A+ certification.

Hands-on experience using an IT ticketing or service management platform.

Strong troubleshooting experience with Windows operating systems.

Experience supporting Microsoft 365 applications.

Knowledge of PC hardware, software installation, and peripheral devices.

Working understanding of Active Directory and user account management.

Basic networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.

Strong verbal and written communication skills.

Ability to independently prioritize and resolve multiple support requests.

Experience working within SLA-driven IT support environments.

Preferred Qualifications

Experience with Jira Service Management.

Experience with ServiceNow, Zendesk, Freshservice, BMC Remedy, or similar ticketing platforms.

CompTIA Network+, Security+, or ITIL Foundation certification.

Experience with Microsoft Intune, SCCM/MECM, or other endpoint management tools.

Experience supporting enterprise environments with multiple departments or locations.

Familiarity with ITIL incident, problem, and change management practices.

Experience supporting executives or VIP users.

Basic PowerShell scripting knowledge.

Ideal Candidate Profile

The ideal candidate is a technically strong, customer-focused IT support professional who can work independently, resolve end-user issues efficiently, maintain accurate ticket records, and collaborate with other IT teams.

Candidates with enterprise help desk experience, CompTIA A+ certification, and hands-on experience with Jira or comparable ticketing systems will be preferred.