Senior Help Desk Support Analyst Hybrid

Job Summary

We are seeking an analytical, customer-focused Application and Helpdesk Support Specialist to provide advanced technical support for end users and business-critical applications. This role is responsible for troubleshooting enterprise technologies, resolving complex application issues, supporting Microsoft 365 and Citrix environments, and identifying opportunities to improve service delivery through automation and AI.

Responsibilities

• Provide advanced technical support for Microsoft 365, including Outlook, Teams, Word, Excel, OneNote, Visio, SharePoint, and OneDrive.
• Troubleshoot and administer Exchange Online, including mailbox, shared mailbox, distribution group, public folder, and calendar permissions.
• Manage and troubleshoot SharePoint and OneDrive access, including folder permissions, sharing, synchronization, and user access issues.
• Support Citrix Virtual Desktop Infrastructure (VDI), Windows workstations, laptops, printers, and mobile/BYOD devices.
• Troubleshoot Active Directory, Group Policy, and enterprise authentication issues.
• Diagnose and resolve production application issues, perform root cause analysis, and support controlled production changes.
• Develop and maintain technical documentation, knowledge articles, testing procedures, and disaster recovery documentation.
• Execute Business Continuity and Disaster Recovery testing as required.
• Manage incidents and service requests through ServiceNow while maintaining accurate documentation and timely communication.
• Identify opportunities to automate repetitive tasks using scripting, PowerShell, AI tools, or other automation technologies.
• Collaborate with infrastructure, application development, security, and business teams to resolve complex technical issues and support project initiatives.
• Deliver exceptional customer service while independently managing priorities in a fast-paced enterprise environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.
• 3-5 years of enterprise IT support or application support experience.
• Strong troubleshooting and analytical problem-solving skills.
• Experience supporting Microsoft 365, Exchange Online, SharePoint, OneDrive, and Citrix VDI.
• Working knowledge of Oracle SQL, Microsoft SQL Server, XML, VBA, Excel macros, or similar technologies.
• Experience with Active Directory, Group Policy, and ServiceNow.
• Excellent verbal and written communication skills with a customer-first mindset.
• PREFERRED: PowerShell or other scripting experience.
• Experience with Tanium, Proofpoint, or similar enterprise management and security platforms.
• Knowledge of Business Continuity and Disaster Recovery processes.
• Experience leveraging AI tools and automation to improve IT operations.
• Experience supporting enterprise financial applications is a plus.

Benefits

• Medical, prescription, dental, vision, AD&D, and life insurance offerings.
• Short-term disability.
• A 401K plan (all benefits are based on eligibility).