Job Description
Join our award-winning IT team at TechSolutions Columbus as a Senior Help Desk Support Specialist and become a vital part of our dynamic tech ecosystem. We're seeking a customer-focused professional to deliver exceptional technical support to Fortune 500 clients while advancing their career in a growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional development in one of America's most vibrant tech hubs.
Responsibilities
- Provide Tier 3 technical support for complex hardware/software issues across 500+ endpoints
- Lead incident management processes using ServiceNow with 99.9% SLA adherence
- Develop and maintain automation scripts for recurring system tasks
- Train junior technicians on advanced troubleshooting methodologies
- Collaborate with network and security teams on cross-functional projects
- Document solutions in knowledge base with 95% customer satisfaction benchmark
- Conduct quarterly technology workshops for department stakeholders
Qualifications
- 5+ years of enterprise-level help desk support experience
- Advanced certifications: CompTIA AIT+, Microsoft Azure Fundamentals, or Cisco CCNA
- Expert proficiency in Active Directory, SCCM, and Intune deployment
- Strong scripting skills (PowerShell/Bash) for automation tasks
- Experience with ITIL v4 incident/problem management frameworks
- Proven ability to mentor technical teams and improve KPIs
- Excellent written communication skills for client-facing documentation
- Ability to work rotating on-call schedules (1 week/month)