Job Description
Join our award-winning IT team at TechCorp Solutions, a leading cloud services provider in NYC. We're seeking a highly skilled Help Desk Support Specialist to deliver exceptional technical support to Fortune 500 clients. This premium role offers industry-leading compensation, comprehensive benefits, and opportunities for rapid career advancement in a dynamic, tech-forward environment.
Our culture values innovation, collaboration, and continuous learning. As a key member of our support infrastructure, you'll work with cutting-edge technologies while making tangible impacts on client success. We provide generous professional development stipends and flexible work arrangements to support work-life balance.
Responsibilities
- Provide Tier 2-3 technical support for complex hardware/software issues across Windows/macOS environments
- Manage enterprise-level ticketing systems (ServiceNow/Jira) with SLA adherence and resolution metrics
- Lead cross-functional troubleshooting sessions for network, security, and application integration challenges
- Develop and maintain comprehensive knowledge base documentation and SOPs
- Mentor junior support staff and conduct technical training sessions
- Collaborate with vendors for escalations and system implementations
- Analyze support metrics to identify improvement opportunities
Qualifications
- Bachelor's degree in Computer Science or related field (or equivalent experience)
- 5+ years in enterprise-level help desk support with documented high-resolution rates
- Expert proficiency in Active Directory, Office 365, and virtualization (VMware/Hyper-V)
- CompTIA Security+ or equivalent certification (required)
- Advanced scripting capabilities (PowerShell/Bash) for automation
- Experience with ITSM frameworks and ITIL certification preferred
- Exceptional communication skills with ability to translate technical concepts to non-technical stakeholders
- Proven track record of reducing resolution times by 30%+