Job Description
Join our elite IT support team at TechSolutions Inc., where your expertise drives enterprise success. We're seeking a Senior Help Desk Support Specialist to deliver premium technical assistance to Fortune 500 clients in Buffalo's thriving tech corridor. Enjoy competitive compensation, comprehensive benefits, and opportunities for career advancement in a dynamic, collaborative environment.
Why Join Us?
- Industry-leading salary range with performance bonuses
- Comprehensive health, dental, and vision coverage
- 401(k) matching program
- Professional development budget
- Hybrid work schedule with modern downtown office
Responsibilities
- Provide Tier 2-3 technical support for complex hardware/software issues
- Manage and resolve escalated service tickets within SLA metrics
- Deploy and configure enterprise systems (Windows, Active Directory, Office 365)
- Document solutions in knowledge base with detailed troubleshooting guides
- Train junior support staff on advanced protocols
- Collaborate with network and security teams on incident resolution
- Monitor system health using monitoring tools (SolarWinds, ServiceNow)
Qualifications
- 5+ years of enterprise-level help desk experience
- CompTIA A+, Network+, or Security+ certification required
- Expert knowledge of Windows OS, Active Directory, and cloud platforms
- Strong scripting abilities (PowerShell, Python)
- Exceptional communication and customer service skills
- Experience with ITSM tools (ServiceNow, Jira)
- Ability to work rotating on-call shifts
- Bachelor's degree in IT or related field preferred