Senior Service Desk Specialist

Key Responsibilities

• Respond to and resolve end-user support requests and incidents, providing hardware and software solutions to ensure operational continuity
• Identify technical issue type and elevate/route to appropriate internal team as appropriate
• Support the configuration and operation of virtualized environments, such as VMware or Nutanix Hyper-Converged Infrastructure (HCI) systems
• Perform daily infrastructure monitoring, identifying issues and proactively route change requests to resolve system alerts to maintain stability and performance
• Develop and maintain system documentation such as standard operating procedures (SOPs), troubleshooting guides, and frequently asked questions (FAQs)
• Collaborate with cross-functional support teams to address technical challenges and integrate new hardware/software into the enterprise IT environment
• Diagnose and resolve hardware, software, and networking issues in a timely manner to minimize system downtime

Qualifications

• Required Qualifications: Associates Degree, CWF ID 451 (System Administrator – Intermediate Level) certification, 1-3 years of professional experience managing and supporting enterprise-level IT environments, Knowledge of Red Hat Enterprise Linux (RHEL) operating systems, Experience with virtualized environments, Familiarity with IT hardware maintenance, Repair, and installation, General understanding of networking concepts, Basic knowledge of IT automation and scripting tools, Awareness of security standards