<p>We are seeking an experienced Senior Help Desk Technician to provide advanced technical support while serving as a mentor to junior support staff. This role will handle escalated Tier 2 and Tier 3 issues, support critical business technologies, and help drive process improvements across the IT support function.</p><p>Key Responsibilities</p><ul><li>Serve as an escalation point for complex technical issues.</li><li>Troubleshoot advanced Windows, Microsoft 365, networking, and user access issues.</li><li>Administer Active Directory, Azure AD, Microsoft Intune, and endpoint management solutions.</li><li>Support enterprise technologies including VPNs, VoIP platforms, and security tools.</li><li>Lead workstation deployments, hardware refresh projects, and system upgrades.</li><li>Create and maintain technical documentation and knowledge base articles.</li><li>Analyze recurring issues and implement long-term solutions.</li><li>Train and mentor Help Desk Technicians and junior support personnel.</li><li>Collaborate with Systems Administrators, Network Engineers, and Cybersecurity teams.</li><li>Monitor service levels and contribute to continuous improvement initiatives.</li></ul><p><br></p>

<p>Qualifications</p><ul><li>5+ years of IT support experience.</li><li>2+ years handling Tier 2/Tier 3 escalation support.</li><li>Strong experience with:</li><li>Active Directory &amp; Azure AD</li><li>Microsoft 365 Administration</li><li>Microsoft Intune</li><li>Windows Server environments</li><li>Networking fundamentals (DNS, DHCP, TCP/IP)</li><li>PowerShell scripting</li><li>Experience with ServiceNow, Jira Service Management, or similar ticketing platforms.</li><li>Associate&#39;s degree or equivalent experience preferred.</li></ul><p>Preferred Certifications</p><ul><li>CompTIA Network+</li><li>CompTIA Security+</li><li>Microsoft Certified: Modern Desktop Administrator</li><li>Microsoft 365 Certified: Endpoint Administrator Associate</li></ul><p><br></p>

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