Senior IT help desk
Core
Senior IT Help Desk professional providing first and second-level technical support, troubleshooting complex issues, and mentoring junior staff.
Role type
Senior IT Help Desk Specialist
Builds
IT support solutions for end-users
Domain
IT Infrastructure / Help Desk
Required skills
Windows troubleshooting, Active Directory, LAN, TCP/IP, switching, routing, hardware/software troubleshooting, user access management, incident management, SLA compliance, virtualization, SCCM, VoIP/IP, antivirus solutions
Preferred skills
MCSE, MCITP, CCNA
Technologies
Windows, Cisco, Active Directory, SCCM
Responsibilities
Provide first and second-level technical support via phone, email, and remote access; Diagnose and troubleshoot complex IT problems; Install, configure, and maintain computer hardware, software, and peripherals; Manage user accounts, permissions, and access controls; Document support tickets accurately; Respond to support requests prioritizing business impact; Provide mentoring and guidance to junior staff; Perform preventive maintenance and system updates; Collaborate with other IT departments to escalate issues.
Seniority
Senior, hands-on IC