Senior Help Desk Technician

Key Responsibilities

• Provide comprehensive technical support across a range of hardware, software, and network issues.
• Take ownership of service requests and technical problems, ensuring prompt and effective resolution to minimize disruption to business operations.
• Address and escalate issues as necessary to ensure timely solutions.
• Assist in providing reliable IT support to regional offices, remote users, and future expansion sites.
• Lead and assist in security remediation efforts, vulnerability management, and compliance tasks.
• Participate in IT audits and help ensure adherence to cybersecurity protocols and regulatory requirements.
• Serve as a direct point of contact for technical support, including high-priority issues and executive-level needs.
• Deliver responsive, courteous, and professional service to all users, ensuring escalations are handled with urgency and a high standard of care.
• Provide ongoing support for servers and applications used by the help desk team.
• Ensure optimal functioning of these systems and troubleshoot issues that may arise.
• Provide advanced support for business communication systems, including phone services, mobile apps, and call flow configurations.
• Periodic On-Call Support: Provide on-call support during evenings and weekends as necessary to ensure business continuity.
• Participate in IT-related projects, such as hardware/software upgrades, system migrations, and network optimizations.
• Support the maintenance, optimization, and upgrades of IT systems and infrastructure, contributing to system migrations, software updates, and security enhancements.
• Utilize scripting tools to automate tasks, deploy software packages, updates, and patches, and improve operational efficiency.
• Maintain clear and accurate records of technical issues, resolutions, and service requests.
• Document procedures, configurations, and recurring issues to support consistency and knowledge sharing.
• Communicate effectively with both technical teams and executive users regarding progress, updates, and resolutions.
• Work closely with other IT team members and departments to resolve issues and escalate problems as needed.
• Liaise with third-party support and vendors for equipment or software issues that require external assistance.
• Assist in monitoring system performance and proactively identify and address potential IT issues before they affect end-users or business operations.
• Maintain and meet key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, and system uptime.

Required Skills & Expertise

• Proficiency with remote management and deployment tools for scripting, software packaging, enterprise-wide application delivery, and vulnerability remediation.
• Experience with image deployment administration for new computer provisioning.
• Proven experience in security remediation, vulnerability management (e.g., Rapid7), and ensuring compliance with IT security standards and regulations.
• Strong troubleshooting and problem resolution skills across various IT systems and platforms.
• New User Setups and Terminations.
• Computer Replacement/Repairs (Break/Fix).
• Remote and Onsite Support.
• Excellent communication skills with a focus on providing exceptional customer service.
• Experience with Windows-based environments, Active Directory, and Office 365.
• Ability to prioritize and manage multiple tasks and projects effectively.
• Familiarity with patch management, endpoint protection, and security remediation tools.
• Knowledge of telecom systems, including phone services and mobile applications.
• Service Desk ticket management, reporting, and SLAs (e.g., ManageEngine Service Desk Plus).
• Asset Management (e.g., NinjaOne).
• MFA Administration (e.g., Duo).
• Mass user software deployment/upgrades and associated scripting (e.g., NinjaOne).
• Purchasing Processes (Quotes, POs, Orders).
• VPN Administration and Support (e.g., FortiClient).