Job Description
Join our elite IT support team at TechCorp Solutions, where we're revolutionizing digital experiences for Fortune 500 clients. As a Senior Help Desk Specialist, you'll be the frontline hero resolving complex technical challenges in a fast-paced, collaborative environment. Enjoy premium benefits, cutting-edge tools, and a culture that values innovation and growth. Your expertise will directly impact our clients' success while advancing your career in one of America's most dynamic tech hubs.
Responsibilities
- Deliver Tier 3 support for enterprise-level hardware/software issues including VPN, cloud platforms, and security protocols
- Lead incident management using ITIL framework with SLA-driven resolutions
- Develop and maintain comprehensive knowledge base articles for internal/external use
- Mentor junior technicians through peer review sessions and shadowing programs
- Collaborate with network engineers on infrastructure optimization projects
- Implement proactive monitoring systems to prevent recurring technical failures
- Document all interventions in ServiceNow with detailed technical annotations
Qualifications
- 5+ years in enterprise-level help desk support with Windows/Linux environments
- CompTIA Security+ or equivalent certification required
- Expertise in Active Directory, SCCM, and Azure AD management
- Advanced troubleshooting skills for VoIP systems and virtualization platforms
- Proven experience with remote support tools (TeamViewer, AnyConnect, etc.)
- Exceptional written communication for technical documentation and client reporting
- Ability to maintain composure under pressure with competing priorities