IT Support Specialist II / Senior Help Desk Technician

About the role

We are seeking an experienced and customer-focused Senior IT Support Specialist to serve as an escalation point for complex technical issues, mentor junior team members, and act as a key liaison between IT and internal/external clients, VIPs, and users. You will bring deep technical expertise and strong leadership instincts to ensure smooth system operations, drive process improvements, and deliver a consistently excellent user experience. You will also manage IT asset lifecycle across all US eClerx locations, including tracking, approving asset movements, reconciliations, and secure disposal of scrap IT equipment.

Responsibilities

• Serve as a Tier 2/3 escalation point for complex technical issues that cannot be resolved by junior support staff.
• Provide prompt, high-quality technical support to clients, users, and VIPs via phone, email, chat, and in-person assistance.
• Troubleshoot and resolve advanced issues related to hardware, software, network connectivity, VC/AV systems, and user account/identity management.
• Diagnose and resolve complex issues across enterprise software applications (e.g., Microsoft 365/O365, MS Teams, Adobe Suite, VPN, SSO).
• Lead or support the administration of routine and advanced maintenance tasks: system backups, patching, imaging, user provisioning, and video conferencing systems.
• Mentor and provide technical guidance to junior help desk staff; review and improve troubleshooting procedures.
• Own IT asset lifecycle management, including procurement recommendations, inventory audits, and equipment decommissioning.
• Manage service requests and incidents within the ITSM system, ensuring adherence to SLAs and identifying opportunities to improve resolution times.
• Develop and maintain comprehensive knowledge base documentation and standard operating procedures (SOPs).
• Assist in evaluating, piloting, and rolling out new technologies and tools.
• Participate in on-call rotations or after-hours support as needed for critical incidents.
• Collaborate with cross-functional IT teams (network, security, systems) on projects and escalations.
• Leverage AI-powered tools (e.g., AI chatbots, Claude, Copilot) to streamline ticket resolution, automate routine tasks, and improve response times.
• Evaluate and recommend AI-driven IT service management features to improve self-service support and reduce repetitive workload.
• Manage the complete lifecycle of IT assets, from procurement and deployment to retirement and disposal.
• Maintain accurate inventory records, asset tagging, and ownership tracking.
• Coordinate asset allocation, transfers, recoveries, and employee onboarding/offboarding.
• Ensure software license compliance and monitor warranties, maintenance, and renewals.
• Conduct regular asset audits and support internal and external compliance requirements.
• Manage vendor relationships, procurement activities, and optimize IT asset costs.
• Ensure secure disposal of IT equipment and data-bearing devices following security policies.
• Generate asset reports, analyze utilization, and recommend improvements to maximize asset efficiency.

Requirements

• 2+ years of experience in a technical/help desk support role, with demonstrated progression in responsibility.
• Proven track record of resolving complex, escalated technical issues independently.
• Experience mentoring or providing guidance to junior support staff.
• Excellent communication, interpersonal, and customer service skills, especially when supporting VIP or executive-level users.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Advanced knowledge of Windows and Mac operating systems, including deployment/imaging tools.
• Strong proficiency in Microsoft 365 administration (Exchange, Teams, SharePoint, Intune, Azure AD).
• Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice).
• Familiarity with cloud computing platforms (AWS, Azure, or Google Cloud) preferred.
• Certifications such as CompTIA A+/Network+/Security+, Microsoft 365 Certified, or ITIL Foundation are a plus.
• Excellent time management, organizational, and prioritization skills in a fast-paced environment.
• Ability to work both independently and collaboratively across teams.
• Hands-on experience using AI tools (e.g., Microsoft Copilot, ChatGPT, AI-based ITSM/chatbot solutions) to improve support efficiency and documentation quality.