Sr. Helpdesk Technician

Responsibilities

• Serve as the escalation point for end-user technical issues, taking ownership through full, verified resolution
• Own, prioritize, and work a personal ServiceNow ticket queue, ensuring every incident and request is tracked, updated, and closed out accurately and on time
• Diagnose and resolve hardware, software, connectivity, and access problems across laptops, peripherals, and mobile devices
• Administer user accounts, security groups, and access in Active Directory and Microsoft 365, including onboarding and offboarding setup and teardown
• Image, configure, and deploy laptop hardware to RSUI standards, and perform end-user moves, upgrades, and refreshes
• Troubleshoot and maintain Windows desktops and Microsoft Office / Microsoft 365 applications
• Document issues, actions taken, and resolutions thoroughly; create and maintain knowledge-base articles and checklists for recurring activities to ensure consistent, repeatable support
• Accommodate a flexible work schedule, including occasional before/after-hours and weekend availability for situations that require special attention
• Help support and maintain the conference rooms and the A/V equipment for special events, meetings, and town halls

Qualifications

• 3+ years of hands-on experience in a helpdesk, desktop support, or IT support role
• Strong technical knowledge of Microsoft technologies, including Windows desktops and servers, Active Directory, and Microsoft 365 / Office applications
• Experience using ServiceNow (or a comparable ITSM/ticketing platform) to track and resolve incidents and service requests through their full lifecycle
• Demonstrated ability to work independently with minimal supervision while maintaining high service quality
• Customer-service oriented with a calm, professional, problem-solving attitude
• Excellent written and verbal communication skills, with the ability to explain technical concepts to a non-technical audience
• Meticulous attention to detail and a thorough, methodical approach to troubleshooting and documentation
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field — or equivalent practical experience