Job Description
Join our elite IT team at Pacific Tech Solutions and elevate your career in paradise! We're seeking a Senior Help Desk Specialist to deliver exceptional technical support to our Honolulu-based clients. This high-paying role offers competitive compensation, comprehensive benefits, and opportunities for professional growth in a dynamic environment. If you're passionate about cutting-edge technology and outstanding customer service, apply today to become a vital part of our innovative team.
Responsibilities
- Delve complex technical issues across Windows/macOS environments with 95% first-call resolution rate
- Proactively manage user accounts, permissions, and security protocols using Active Directory
- Implement and optimize IT service management tools (ServiceNow/Jira) for streamlined operations
- Lead cross-functional projects for system upgrades and infrastructure deployments
- Mentor junior technicians and develop departmental knowledge base documentation
- Analyze system metrics to identify performance bottlenecks and implement solutions
- Collaborate with vendors to resolve escalated hardware/software issues
Qualifications
- Bachelor's degree in Computer Science or 5+ years equivalent technical support experience
- CompTIA A+, Network+, and Security+ certifications required
- Expertise in SCCM, Intune, and cloud-based deployment technologies
- Advanced troubleshooting skills for VoIP systems and virtual environments (VMware/Hyper-V)
- Proven experience with ITIL v4 framework and change management processes
- Exceptional communication skills with ability to translate technical concepts for non-technical audiences
- Experience supporting hybrid work environments with mobile device management