Senior IT Help Desk Specialist - Hybrid

IT Senior Help Desk SpecialistPosition Overview: This role is responsible for providing timely, high-quality support to end users by resolving hardware, software and access-related issues in a fast-paced, service-driven environment. This position acts as an escalation point for complex issues, and goes beyond traditional help desk responsibilities, contributing to system administration, automation, security and operational stability across corporate and branch locations. Ideal candidates bring a strong service-oriented mindset, exceptional problem-solving skills, and advanced technical expertise across a wide range of environments. 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 proceduresMentor Help Desk Specialists, providing guidance and supportParticipate in system patching, updates and maintenance cyclesAssist with virtualization and cloud environments (Azure/AWS)Assist with the identification and development of process improvements within the Help DeskOther duties as assigned.Classification: Full Time, Non-ExemptEssential Knowledge/Skills/Abilities:Strong customer service skillsExceptional problem-solving skillsAdvanced knowledge of Microsoft Suite (O365, Exchange, Teams, SharePoint, OneDrive, Active Directory, Entra, InTune, etc)Strong knowledge of Windows environments and Microsoft 365Solid understanding of networking concepts (TCP/IP, DNS, DHCP)High attention to detailEssential Knowledge/Skills/Abilities Cont'd:Working knowledge modern ITSM platformsExtensive time management and organizational skillsAbility to work independently and as part of a teamExperience Requirements:4-6 years of Information Technology (IT) Support Experience, including 1-3 years managing escalations with progression into systems and/or infrastructure supportExposure to cloud platforms (Azure, AWS, or Google Cloud) requiredBasic scripting experience (PowerShell preferred) requiredEducation / Licensing Requirements:Associate's degree in Information Technology, Computer Science, or equivalent experience requiredIndustry certifications such as CompTIA Network+, Microsoft AZ-900, MS-900, Security+ or similar preferredWorking Conditions:Collaborative team environment.Requires normal vision (corrected) both close and distant.Requires normal hearing levels (corrected).Requires working at a desk to use a phone and computer for extended periods of time.Requires sitting, bending.Works effectively with frequent interruptions.Lifting requirements of 15 lbs. occasionally.Casual dress code.Along with a great culture and competitive pay, full-time employees are eligible to receive additional benefits:Medical, dental, and vision insuranceShort-term and long-term disability401(k) and Roth 401(k) plans and Company matchCompany-provided life insurance8 paid holidaysAND MORE!