Job Description
Join TechSolutions Inc., a leader in enterprise IT innovation, as we expand our Greensboro team. We're seeking a dedicated Senior Help Desk Specialist to deliver exceptional technical support to Fortune 500 clients. Enjoy competitive compensation, comprehensive benefits, and opportunities for career advancement in our state-of-the-art facility.
Responsibilities
- Provide Tier 2-3 technical support for 500+ enterprise users across multiple platforms
- Diagnose and resolve complex hardware/software issues with remote and onsite support
- Manage IT service requests using Jira and ServiceNow ticketing systems
- Develop and maintain comprehensive documentation for SOPs and knowledge base
- Collaborate with network engineers on infrastructure optimization projects
- Conduct quarterly user training sessions on security protocols
- Maintain 99.5% SLA compliance with proactive monitoring
Qualifications
- 5+ years of enterprise-level help desk experience
- CompTIA Security+ and Microsoft 365 Certified
- Expertise in Active Directory, SCCM, and Intune management
- Strong scripting skills (PowerShell/Bash) for automation
- Experience with virtualization (VMware/Hyper-V) and cloud services
- Excellent communication skills with C-level stakeholder experience
- Ability to lift 30lbs for equipment maintenance