Senior Helpdesk Specialist

About the role

The Senior Helpdesk Specialist will be responsible for providing day-to-day desktop support and end-user assistance for the Fort Worth, TX location, along with the configuration and maintenance of local IT infrastructure, including desktop and laptop connectivity, basic network troubleshooting, and Active Directory administration. This role is approximately 70% desktop/end-user support and 30% infrastructure support.

Responsibilities

• Provide day-to-day desktop and end-user support to office staff, including hardware, software, printer, and general connectivity issues (approximately 70% of role).
• Troubleshoot desktop and laptop network connectivity issues, including Wi-Fi, VPN, and workstation network configuration.
• Perform basic network troubleshooting (switches, routers, firewalls, cabling, DNS/DHCP) and escalate more complex issues as needed.
• Support and administer Active Directory, including user and group account management and Group Policy.
• Log, track, and resolve support requests using helpdesk ticketing software.
• Support and manage the day-to-day operations of business-critical systems within the local office network by monitoring performance, configuration, maintenance, and repair.
• Maintain and administer computer hardware, systems software, and applications software.
• Support IT-related projects in alignment with business objectives.
• Monitor adherence to IT rules, regulations, policies, and procedures.
• Other duties as assigned.

Requirements

• 3-5+ years of Helpdesk/desktop support experience; Windows system administration experience is a plus.
• Strong working knowledge of Active Directory, including user/group management and Group Policy.
• Hands-on experience troubleshooting desktop and laptop hardware, software, and connectivity issues.
• Basic network troubleshooting skills (TCP/IP, DNS, DHCP, Wi-Fi, VPN, switches, and routers).
• Experience supporting users in an office environment using helpdesk ticketing software strongly preferred.
• Familiarity with Windows Server and Microsoft Exchange is helpful.
• Linux administration is a plus.
• Strong analytical and problem-solving skills.
• Ability to interact with others in a professional, tactful, and sensitive manner.
• Available to work a flexible schedule, including nights/weekends as needed.
• Ability to work in a fast-paced environment with regularly changing priorities and developing opportunities, both independently and as part of a team.
• Bachelor's Degree in Computer Science or equivalent work experience.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance
• Flexible Spending Accounts (FSA)
• Accident, Hospital, Indemnity Insurance
• Short Term Disability (STD) and Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• 401(k) Plan
• Tuition Reimbursement
• Paid Holidays
• Paid Time Off (PTO)
• Transportation Reimbursement Benefit (Mass Transit, Carpool, and Plug-In Electric Vehicle)
• Referral Bonus
• Quarterly lunches
• Daily fresh fruit
• Office Starbucks Coffee/Latte/Espresso Machine