Senior Helpdesk Support Specialist

Job Summary:

Senior IT Helpdesk Support Specialist will lead the technical support function and provide advanced troubleshooting for complex IT issues. This role is responsible for resolving escalated technical problems, mentoring junior helpdesk staff, and ensuring timely and efficient resolution of technical support requests. The ideal candidate will have extensive experience in IT support, strong problem-solving skills, and the ability to handle critical systems and advanced issues.

Key Responsibilities:

1. Handle escalated technical issues from junior helpdesk staff, diagnosing and resolving complex hardware, software, and networking problems.

2. Investigate and resolve advanced issues with servers, networks, enterprise applications, and other IT infrastructure.

3. Serve as a technical mentor, providing guidance, training, and support to junior IT support personnel to improve team performance.

4. Ensure the ongoing performance and stability of IT systems, including servers, networks, and workstations, by monitoring system alerts and troubleshooting potential issues.

5. Oversee the helpdesk ticketing process, ensuring all issues are logged, tracked, and resolved promptly.

6. Assist with or lead the implementation of IT projects such as system upgrades, migrations, and new software rollouts, ensuring minimal disruption to business operations

7. Perform routine administration tasks on servers, networks, and other infrastructure, such as patch management, backup verification, and performance tuning.

8. Assist in implementing and maintaining security protocols, ensuring systems and processes adhere to company policies and industry best practices

9. Maintain detailed records of configurations, troubleshooting steps, and solutions for common issues. Provide reports on helpdesk performance, system uptime, and recurring issues to the IT Manager.

10. Work with external vendors and service providers to escalate and resolve critical technical issues and manage support contracts and warranties

11. Identify opportunities to improve helpdesk processes, enhance system performance, and introduce new technologies to streamline operations.

Qualifications:

1. Education: Associate’s degree in information technology, Computer Science, or related field (or equivalent experience).

2. 3-5 years of experience in IT support or helpdesk environment

3. Proven experience in troubleshooting and resolving advanced IT issues across various systems.

4. Expertise in Windows and Linux server environments, as well as macOS and Windows workstations

5. Strong networking knowledge (e.g., LAN/WAN, VPN, firewalls, TCP/IP)

6. Proficiency in Active Directory, Office 365 administration, and remote desktop tools.

7. Familiarity with IT service management (ITSM) frameworks and helpdesk software (e.g., Jira, ServiceNow, Zendesk).

8. Excellent communication and leadership skills, with the ability to explain technical issues to non-technical staff.

9. Strong organizational and multitasking skills, with the ability to prioritize and manage multiple requests in a fast-paced environment

10. High level of attention to detail and the ability to document solutions.