Senior Help Desk Technician

We are seeking an experienced Senior Help Desk Technician to provide advanced technical support while serving as a mentor to junior support staff. This role will handle escalated Tier 2 and Tier 3 issues, support critical business technologies, and help drive process improvements across the IT support function., * Serve as an escalation point for complex technical issues.

• Troubleshoot advanced Windows, Microsoft 365, networking, and user access issues.
• Administer Active Directory, Azure AD, Microsoft Intune, and endpoint management solutions.
• Support enterprise technologies including VPNs, VoIP platforms, and security tools.
• Lead workstation deployments, hardware refresh projects, and system upgrades.
• Create and maintain technical documentation and knowledge base articles.
• Analyze recurring issues and implement long-term solutions.
• Train and mentor Help Desk Technicians and junior support personnel.
• Collaborate with Systems Administrators, Network Engineers, and Cybersecurity teams.
• Monitor service levels and contribute to continuous improvement initiatives.

• 5+ years of IT support experience.
• 2+ years handling Tier 2/Tier 3 escalation support.
• Strong experience with:
• Active Directory & Azure AD
• Microsoft 365 Administration
• Microsoft Intune
• Windows Server environments
• Networking fundamentals (DNS, DHCP, TCP/IP)
• PowerShell scripting
• Experience with ServiceNow, Jira Service Management, or similar ticketing platforms.
• Associate’s degree or equivalent experience preferred.

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator
• Microsoft 365 Certified: Endpoint Administrator Associate

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.