Job Description
Join TechFlow Solutions' elite IT support team in the heart of San Francisco! We're seeking a passionate Senior Help Desk Specialist to deliver world-class technical support to our Fortune 500 clients. Enjoy competitive compensation, cutting-edge training, and work in a dynamic environment where your problem-solving skills directly impact business success. Apply today to join our mission to revolutionize enterprise support!
Responsibilities
- Provide Tier 2-3 technical support for complex hardware/software issues across 500+ endpoints
- Lead incident management using Jira Service Desk with 95% SLA adherence
- Design/improve support workflows reducing ticket resolution time by 30%
- Mentor junior technicians on advanced troubleshooting methodologies
- Collaborate with cloud/DevOps teams on infrastructure optimization
- Document SOPs for recurring technical challenges
- Conduct quarterly security awareness training for 200+ employees
Qualifications
- 5+ years enterprise-level IT support with 2+ years in senior roles
- Expertise in Active Directory, SCCM, and PowerShell scripting
- CompTIA Security+ or equivalent certification required
- Experience with ServiceNow and Kaseya management systems
- Proven track record of reducing MTTR by 25%+
- Strong background in network troubleshooting (TCP/IP, VPN, DNS)
- Ability to manage high-pressure escalations with executive stakeholders
- Bachelor's degree in Computer Science or equivalent experience