Job Description
Join our award-winning IT team as a Senior Help Desk Specialist at TechInnovate Solutions! We're seeking a customer-obsessed professional to deliver elite technical support in our dynamic San Francisco headquarters. This high-impact role combines deep technical expertise with exceptional interpersonal skills to transform user experiences and drive operational excellence. Enjoy competitive compensation, comprehensive benefits, and a culture that celebrates innovation and growth.
Responsibilities
- Deliver Tier 3 technical support for 500+ enterprise users across Windows/macOS environments
- Lead complex troubleshooting for network, security, and cloud infrastructure issues
- Develop and maintain IT documentation, SOPs, and knowledge base articles
- Collaborate with engineering teams on system deployments and security patches
- Train users on new technologies and security best practices
- Monitor ticket queues with SLA adherence and proactive issue resolution
- Contribute to IT service improvement initiatives and automation projects
Qualifications
- 5+ years in enterprise-level help desk or desktop support
- Expert-level certifications: CompTIA A+, Network+, and Microsoft 365 Certified
- Advanced proficiency in Active Directory, SCCM, and Intune
- Experience with ITIL v4 frameworks and ticket management systems (ServiceNow/Jira)
- Strong scripting skills (PowerShell/Bash) for automation
- Exceptional communication skills with technical/non-technical stakeholders
- Proven track record of reducing resolution time by 30%+