Senior Help Desk Technician

Job Description

Job Description

A Senior Help Desk Technician bridges the gap between complex technical challenges and end user productivity, serving as a trusted escalation point and hands‑on problem solver across both on‑site and remote client environments. This role involves diagnosing, troubleshooting, and resolving a wide range of IT issues that effectively address client challenges and deliver measurable day‑to‑day value. As a client-facing professional, the Senior Help Desk Technician must maintain a high level of professionalism and communication, translating complex technical issues into clear, actionable guidance for end users and stakeholders.

Additionally, this role is responsible for supporting existing client technology environments, identifying recurring issues, inefficiencies, and opportunities for improvement. The technician must be equally comfortable communicating with frontline users and technical teams, ensuring timely resolution and alignment with client expectations.

• Serve as the primary escalation point for a team of technicians of varied skillsets and experience.
• Provide on‑site and remote support to clients operating Windows and Apple environments.
• Support and administer Microsoft 365 and cloud‑based network technologies across multiple client environments.
• Mentor junior technicians and foster continuous learning within the help desk team.

• Act as the escalation point for all Tier 1/Tier 2 technical issues that frontline technicians cannot resolve.
• Troubleshoot and resolve complex issues related to Microsoft Windows 10/11, Office products, Microsoft 365 (Admin portal), Azure (Entra), Intune (Endpoint Manager), and macOS.
• Administer user accounts and permissions in Active Directory and Microsoft 365 environments.
• Support network connectivity, email, printers, and a wide variety of productivity and Line of Business applications.
• Collaborate with clients to understand their technical environment and proactively identify potential issues.
• Document resolutions and maintain knowledge base articles for recurring issues.
• Quickly learn to support new productivity and Line of Business applications that clients use to run their businesses.

• Adaptability
  - Adapts to changes in the work environment; able to deal with frequent changes, delays, or unexpected events.
• Analytical - collects and researches data.
• Customer Service - responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.
• Ethics - treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Interpersonal Skills - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and trying new things.
• Organizational Support - follows policies and procedures; completes administrative tasks correctly and on time.
• Oral Communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
• Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations; uses…