Job Description
Join our award-winning IT team as a Senior Help Desk Support Specialist in sunny Tucson! We're seeking tech-savvy professionals to deliver exceptional user support while advancing their careers in a collaborative environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for growth in one of America's most affordable tech hubs.
At TechSolutions, we value innovation and work-life balance. Our Tucson campus features modern facilities, flexible scheduling options, and a commitment to professional development through certifications and training programs. This role directly impacts our 500+ employees across 15 states, making it ideal for problem-solvers who thrive in dynamic settings.
Responsibilities
- Provide Tier 2-3 technical support for hardware, software, and network issues via phone, chat, and remote access
- Manage and resolve complex ticket escalations with 95%+ first-contact resolution rate
- Document solutions in ITSM systems and create knowledge base articles for team-wide use
- Train junior staff on troubleshooting methodologies and service protocols
- Collaborate with network and security teams on infrastructure projects
- Conduct quarterly IT audits and implement preventative maintenance schedules
- Lead cross-departmental technology training sessions for new software deployments
Qualifications
- 3+ years of enterprise-level help desk experience with Windows/macOS environments
- CompTIA A+/Network+ or equivalent certification (or willingness to obtain within 90 days)
- Proficiency in ServiceNow, Jira, or similar ITSM platforms
- Strong scripting skills (PowerShell/Bash) for automation tasks
- Experience with VoIP systems and cloud collaboration tools (Microsoft Teams, Zoom)
- Exceptional communication skills with ability to translate technical concepts for non-technical users
- Valid Arizona driver's license for occasional on-site hardware maintenance
- Associate degree in IT or related field (or equivalent experience)