Senior Helpdesk Support Specialist

Position Overview

As a senior member of our IT support team, you will provide advanced, second-level technical assistance to end-users, resolving complex issues related to computer hardware, software, and systems within a Windows-based environment. A significant component of this position involves coaching, mentoring, and providing technical guidance to Level 1 help desk technicians, contributing directly to the team's growth and the achievement of leadership goals. You will serve as a key escalation point, performing in-depth diagnostics, implementing solutions, and managing small IT projects. Key responsibilities include basic network connectivity triage for LAN, WAN, and wireless access points, asset management administration, and maintaining a comprehensive knowledge base to enable proactive problem resolution. This role requires performing basic Active Directory tasks, Microsoft 365 troubleshooting, and device management using Microsoft Intune, ensuring the daily p...