Job Description
Join our award-winning IT team as a Senior Help Desk Support Specialist in Houston! We're seeking a technically skilled professional to deliver exceptional user support across our enterprise environment. This high-paying role offers career growth, competitive benefits, and the chance to work with cutting-edge technology in a collaborative, innovative setting.
As a cornerstone of our operations, you'll troubleshoot complex hardware/software issues, implement security protocols, and optimize system performance. We value problem-solvers who thrive in fast-paced environments and are passionate about delivering outstanding customer experiences.
Responsibilities
- Provide Tier 3 support for complex hardware/software issues across 500+ users
- Manage Active Directory, VPN configurations, and cloud-based SaaS platforms
- Document solutions in ServiceNow and maintain comprehensive knowledge base
- Collaborate with network/security teams on incident response and prevention
- Deploy and maintain Windows/macOS endpoints using SCCM/JAMF
- Train users on cybersecurity best practices and new technologies
- Analyze system metrics to proactively identify and resolve bottlenecks
Qualifications
- 5+ years of enterprise-level help desk support experience
- Advanced certifications: CompTIA Security+, ITILv4, or Microsoft 365 Certified
- Expert proficiency in Active Directory, SCCM, and cloud services (Azure/O365)
- Strong scripting skills (PowerShell/Bash) for automation
- Experience with ticketing systems (ServiceNow, Jira) and monitoring tools
- Ability to prioritize incidents under SLA pressure
- Excellent communication skills for technical and non-technical audiences