Job Description
Join our award-winning IT team at TechFlow Solutions, where innovation meets exceptional customer service. We're seeking a passionate Senior Help Desk Support Specialist to become the backbone of our technical operations. In this pivotal role, you'll resolve complex user issues, implement cutting-edge support strategies, and drive digital transformation across our San Antonio headquarters. Enjoy a collaborative environment with cutting-edge tools, professional development stipends, and a culture that celebrates technical excellence.
Responsibilities
- Diagnose and resolve hardware/software issues across 500+ endpoints using ticketing systems like ServiceNow
- Implement ITIL best practices for incident management and service desk operations
- Provide Tier 2/3 support for Microsoft Azure, Active Directory, and network infrastructure
- Develop and maintain comprehensive technical documentation and SOPs
- Collaborate with cybersecurity team on threat mitigation and endpoint protection
- Train end-users on new technologies and digital adoption initiatives
- Monitor system performance and proactively address potential outages
Qualifications
- 3+ years of enterprise-level help desk experience with Windows 10/11 and Office 365
- CompTIA A+, Network+, or equivalent certification required
- Expertise in remote support tools (TeamViewer, AnyConnect) and ticket management
- Strong knowledge of Active Directory, DNS, and basic networking principles
- Experience with virtualization (VMware/Hyper-V) and cloud services
- Exceptional problem-solving skills and customer-centric communication
- Ability to work rotating shifts including weekends for 24/7 coverage