Job Description
Join our award-winning IT team as a Senior Help Desk Support Specialist in Henderson, NV. We're offering a competitive salary package, comprehensive benefits, and a dynamic work environment where your technical expertise will be valued. You'll be the frontline hero resolving complex technical challenges for enterprise clients while advancing your career in cybersecurity and cloud technologies.
Responsibilities
- Provide Tier 3 technical support for 500+ enterprise users across Windows/macOS environments
- Diagnose and resolve hardware/software issues including VPN, VoIP, and cloud applications
- Lead incident management using ITIL framework with SLA-driven resolution targets
- Document technical procedures and create knowledge base articles
- Collaborate with network engineers on infrastructure projects
- Mentor junior support staff during complex escalations
Qualifications
- 5+ years of enterprise-level help desk experience
- CompTIA Security+ or equivalent certification required
- Expertise in Active Directory, SCCM, and PowerShell scripting
- Proven experience with ServiceNow or Jira ticketing systems
- Strong background in Azure AD and Microsoft 365 administration
- Excellent communication skills with ability to translate technical concepts