Senior Help Desk Technician
Core
Provide single-point contact for end users to receive instruction and support assistance from the organization's technology/computing environment, including installing, diagnosing, repairing, moving, maintaining, and upgrading computer hardware and related equipment, and administering software to ensure optimal performance with minimal downtime.
Role type
Senior Help Desk Technician (IT Support)
Builds
IT infrastructure stability and user productivity
Domain
Public Sector / Government IT
Required skills
Hardware installation and repair, software administration, troubleshooting (in-person, telephone, email, remote), user onboarding/offboarding, security monitoring, report preparation, third-party liaison
Preferred skills
Initiative, prioritization, independent and team work, interpersonal communication, attention to detail
Technologies
Computer hardware, software, monitoring equipment
Responsibilities
Supervise Help Desk technicians, assist with special projects (hardware/application rollout), implement security policies, participate in technical R&D, support users across the agency, provide status updates to IT Support Director, respond to incoming calls/emails/SMS, perform regular security monitoring, prepare reports and distribute correspondence
Seniority
Senior, supervisory IC