Job Description
Join TechNova Solutions as a Senior Help Desk Support Specialist in Newark, NJ! We're seeking a tech-savvy professional to deliver premium IT support to our enterprise clients. This high-impact role offers competitive compensation, career advancement opportunities, and the chance to work with cutting-edge technologies in a dynamic environment.
As a cornerstone of our IT operations team, you'll resolve complex technical issues, optimize system performance, and elevate user experience. We value proactive problem-solvers who thrive in fast-paced settings and are passionate about technology innovation.
Responsibilities
- Diagnose and resolve hardware/software issues across Windows/macOS environments
- Manage Active Directory, Office 365, and cloud service integrations
- Implement cybersecurity protocols and incident response procedures
- Create technical documentation and SOPs for knowledge base
- Train end-users on new systems and best practices
- Collaborate with network and security teams on infrastructure projects
- Monitor ticket queues using ServiceNow and maintain SLA compliance
- Lead Tier-2 escalations and mentor junior support staff
Qualifications
- 5+ years of enterprise-level help desk experience
- CompTIA A+, Network+, or Security+ certification required
- Expertise in Windows 10/11, macOS, and mobile device management
- Proficient in PowerShell, Active Directory, and SCCM
- Strong analytical skills with experience in root cause analysis
- Excellent written and verbal communication abilities
- Experience with ITIL v4 framework and ITSM tools
- Ability to work flexible hours including occasional on-call support