Job Description
Join TechNova Solutions as a Senior Help Desk Support Specialist and elevate your career in one of America's most vibrant tech hubs. We're seeking a dedicated professional to deliver exceptional technical support to our enterprise clients in the Boston area. This high-impact role combines problem-solving expertise with client-centric service delivery, offering unparalleled growth opportunities in a fast-paced environment.
As a cornerstone of our IT operations, you'll resolve complex technical challenges while maintaining industry-leading customer satisfaction metrics. We provide comprehensive training, cutting-edge tools, and a collaborative culture where innovation thrives. Enjoy competitive compensation, premium benefits, and the chance to shape our support strategy as we expand.
Responsibilities
- Diagnose and resolve hardware/software issues across Windows/macOS environments with 95%+ first-contact resolution
- Manage enterprise-level ticketing systems (ServiceNow/Jira) with SLA adherence and proactive escalation protocols
- Deliver remote/on-site support for 500+ employees including C-suite executives
- Document solutions in knowledge base with detailed technical specifications and troubleshooting guides
- Collaborate with network/infrastructure teams on cross-functional projects involving cloud migrations
- Mentor junior technicians through peer review sessions and shadowing opportunities
- Implement security protocols including MFA, VPN configurations, and endpoint protection measures
Qualifications
- 5+ years enterprise-level help desk experience with 2+ years in senior/lead roles
- Expert proficiency in Active Directory, Office 365, and SCCM/Intune deployment
- CompTIA A+/Network+ or equivalent industry certifications (AWS/Azure certs preferred)
- Proven track record of reducing resolution time by 30%+ through process optimization
- Exceptional communication skills with ability to translate technical concepts for non-technical stakeholders
- Experience with ticket management analytics and performance reporting
- Ability to work rotating on-call shifts with 24/7 support coverage
- Bachelor's degree in IT or related field or equivalent practical experience