IT Senior Help Desk Specialist

Essential Functions of the Role:Serve as Tier 1 and 2/3 escalation point from Help Desk Specialists for complex end-user issuesTroubleshoot advanced issues involving operating systems, applications and network-related issuesManage user accounts, permissions, group policies and access controlsManage endpoint deployments, configurations and updatesSupport endpoint management (desktops, laptops, mobile devices)Ensure timely resolution of tickets in alignment with SLAsMaintain documentation for systems, processes and procedure