Job Description
Join Boston's premier tech hub as a Senior Help Desk Specialist and elevate your IT career! We're seeking a highly skilled professional to deliver exceptional technical support to Fortune 500 clients in our downtown Boston office. This high-impact role combines cutting-edge technology with elite customer service, offering unparalleled growth opportunities and a comprehensive benefits package.
Our ideal candidate thrives in fast-paced environments and possesses deep expertise in enterprise-level support systems. You'll be instrumental in maintaining seamless IT operations while mentoring junior staff and implementing innovative support protocols. Enjoy competitive compensation, flexible scheduling, and access to industry-leading certifications.
Responsibilities
- Provide Tier 3/4 technical support for 500+ enterprise users across multiple platforms
- Lead complex troubleshooting sessions for network, hardware, and software issues
- Develop and maintain automation scripts for ticket resolution efficiency
- Collaborate with cybersecurity teams on incident response protocols
- Train and mentor junior help desk staff on advanced support methodologies
- Document technical solutions and contribute to knowledge base improvements
- Manage VIP client relationships with SLA adherence
Qualifications
- 5+ years of enterprise-level help desk experience with proven escalation management
- Expertise in Windows Server, Active Directory, and cloud infrastructure (AWS/Azure)
- CompTIA Security+ or equivalent cybersecurity certification
- Advanced proficiency in ServiceNow, Jira, or ITSM platforms
- Strong scripting abilities (Python/PowerShell/Bash)
- Experience with virtualization (VMware/Hyper-V) and containerization
- Exceptional communication skills with C-level stakeholders
- Bachelor's degree in Computer Science or related field