Senior Help Desk Technician

Summary

As a Senior Help Desk Technician (internally referred to as Help Desk Technician II), you will deliver exceptional customer service while supporting staff, help desk technicians, and administrators in resolving technical issues and completing special tasks. You will document problems, resolutions, and procedures in the knowledge base to ensure consistent and efficient support. In this role, you’ll handle advanced troubleshooting, provide second‑level technical assistance, and escalate complex issues to the administrator level when needed.

• Provide advanced troubleshooting for problem tickets escalated from level one support.
• Imaging desktops and laptops.
• Documents trouble calls in the Help Desk ticketing system.
• Conduct Active Directory administration tasks.
• Provides iPad, laptop, and remote user support.
• Works with administrators on special projects and task assignments.
• Travels between remote sites for support.
• Provides SharePoint support.
• Maintains current subject matter knowledge through continuing education and certifications.
• Works with other departments on projects, training and support.
• Maintains a high level of satisfaction and professionalism.
• Attends and participates in routinely scheduled program, division, and Agency staff meetings.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 6 years’ experience in a helpdesk or technical support role, with at least 2 years in a senior or lead position.
• In‑depth knowledge of Microsoft Office 365 suite, including troubleshooting and administration.
• Proficiency in imaging and re‑imaging desktops and laptops, with experience in various imaging software.
• Strong experience in deploying and managing software applications in a corporate environment.
• Demonstrated ability to lead and resolve complex desktop escalations.
• Excellent skills in supporting remote users, including familiarity with remote desktop tools and VPNs.
• Exceptional communication and interpersonal skills, with an emphasis on customer service.
• Ability to work independently and as part of a team, with a proactive and solution‑focused approach.
• Relevant certifications (e.g., Microsoft Certified, CompTIA A+) are a plus.
• Proficiency in standard computer operations and common applications.
• Working knowledge of current computer technology (e.g., implementing LAN/MAN/WAN, distributed computing and security).
• Strong organizational and problem‑solving skills.
• Strong interpersonal/oral and written communications skills.
• Ability to be responsive to helping others with problems – minor and major.
• A commitment to team objectives and Didi Hirsch philosophies.
• Ability to adapt to changing needs by acquiring new skills and knowledge.
• Current California driver’s license and a driving record acceptable to the Agency’s insurance carrier.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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