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...