Job Description
Join TechNova Solutions' elite IT support team in the heart of Jersey City! We're seeking a Senior Help Desk Specialist to deliver premium technical support to Fortune 500 clients in our state-of-the-art facility. This high-impact role combines cutting-edge technology with exceptional client service in a dynamic urban environment. Enjoy competitive compensation, comprehensive benefits, and clear pathways to career advancement in one of America's fastest-growing tech hubs.
What We Offer:
- Industry-leading salary with performance bonuses
- 100% paid health/dental/vision insurance
- Flexible hybrid work schedule (3 days office/2 days remote)
- $5,000 annual professional development stipend
- Early access to emerging tech certifications
Responsibilities
- Provide Tier 3 technical support for 500+ enterprise users across multiple platforms
- Resolve complex hardware/software issues with 95% first-contact resolution rate
- Implement proactive monitoring systems to prevent recurring technical incidents
- Document all support tickets using ITIL-compliant ServiceNow platform
- Train junior support staff on advanced troubleshooting methodologies
- Collaborate with cybersecurity team on incident response protocols
- Optimize support workflows using automation tools like PowerShell and Python
Qualifications
- 5+ years in enterprise-level help desk support
- Advanced certifications: CompTIA AIT+, ITILv4, and AWS Certified Cloud Practitioner
- Expertise in Windows 11/Server 2022, macOS, and hybrid cloud environments
- Proven experience with service desk tools (ServiceNow, Jira Service Desk)
- Strong scripting skills (PowerShell/Bash) for automation
- Exceptional communication skills for executive stakeholder interactions
- Experience managing SLAs and performance metrics
- Bachelor's degree in IT or related field preferred