<p><strong>About the Role</strong></p><p>We’re seeking a <strong>Senior Help Desk Analyst</strong> to serve as a technical escalation point and mentor for our support team. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex technical problems, and takes pride in delivering exceptional end-user support.</p><p>You’ll play a key role in maintaining system reliability, improving support processes, and ensuring a high-quality experience for internal users and stakeholders.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Serve as a Tier II/III escalation point for complex desktop, application, and infrastructure issues</li><li>Diagnose and resolve issues related to Windows/macOS, Microsoft 365, networking, VPNs, and endpoint security</li><li>Support user onboarding/offboarding, including account provisioning and access management</li><li>Troubleshoot hardware, software, and peripheral issues across enterprise environments</li><li>Document solutions, procedures, and known issues to improve knowledge base and reduce repeat tickets</li><li>Mentor junior help desk staff and provide guidance on troubleshooting best practices</li><li>Collaborate with infrastructure, security, and application teams to resolve cross-functional issues</li><li>Monitor ticket queues, ensure SLA adherence, and help drive continuous process improvement</li></ul><p><br></p>

<p><strong>Required Qualifications</strong></p><ul><li>5+ years of experience in Help Desk, Desktop Support, or IT Support roles</li><li>Strong experience with <strong>Windows environments</strong>, <strong>Microsoft 365</strong>, and <strong>Active Directory</strong></li><li>Solid understanding of <strong>networking fundamentals</strong> (DNS, DHCP, TCP/IP, VPN)</li><li>Experience supporting remote users and enterprise endpoint environments</li><li>Excellent troubleshooting, communication, and documentation skills</li></ul><p><br></p><p><strong>Preferred Qualifications</strong></p><ul><li>Experience with ticketing systems (ServiceNow, Jira, Zendesk, Freshservice, etc.)</li><li>Exposure to Azure AD / Entra ID and endpoint management tools (Intune, SCCM, JAMF)</li><li>Basic scripting or automation experience (PowerShell preferred)</li><li>IT certifications such as CompTIA A+, Network+, Security+, or ITIL</li></ul><p><br></p>

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