Job Description
Join TechSolutions Inc., a leading innovator in enterprise technology, as a Senior Help Desk Support Specialist in sunny Phoenix, AZ. We're seeking a tech-savvy professional to deliver exceptional support to our Fortune 500 clients. This high-paying role offers unparalleled career growth, premium benefits, and the opportunity to work with cutting-edge systems in a dynamic environment. If you're passionate about solving complex technical challenges and providing world-class customer service, this is your dream job.
Responsibilities
- Provide Tier 3 technical support for 500+ enterprise users across Windows/macOS environments
- Resolve complex hardware/software issues including Active Directory, VPN, and cloud integrations
- Lead cross-functional teams during major system outages and incident management
- Develop and maintain comprehensive technical documentation and SOPs
- Mentor junior support staff and conduct quarterly training sessions
- Analyze support metrics to implement continuous improvement initiatives
- Collaborate with vendors for escalations and system optimization
Qualifications
- 5+ years in enterprise-level help desk support with proven escalation management
- Expertise in Windows Server 2019+, Active Directory, and SCCM
- CompTIA Security+ and/or HDI certifications required
- Strong experience with ServiceNow, Jira, or enterprise ticketing systems
- Excellent written/verbal communication skills with C-suite experience
- Bachelor's degree in IT or related field (or equivalent experience)
- Ability to work rotating on-call schedules (1 week/month)
- Proficiency in PowerShell and scripting for automation