Job Description
Salary: $50,190 - 60,465 per year Requirements:
- Bachelor’s degree in Information Technology or a related discipline, or equivalent experience
- Over 5 years of experience in IT support or help desk functions
- Strong proficiency in Windows and macOS operating systems
- Advanced knowledge of Microsoft 365, Active Directory, and user access management
- Sound understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with ticketing systems and ITSM tools (such as ServiceNow, Jira, Zendesk, etc.)
- Excellent skills in troubleshooting, analysis, and decision-making
- Strong verbal communication and customer service abilities
- ITIL Foundation or higher certification (preferred)
- CompTIA A+, Network+, Security+, or comparable certifications (preferred)
- Experience with cloud platforms (Azure, AWS) (preferred)
- Knowledge of endpoint management tools (Intune, SCCM, JAMF) (preferred)
- Background in supporting enterprise or regulated environments (preferred)
Responsibilities: - Provide Tier 2 and Tier 3 technical support for hardware, software, network, and application-related problems
- Serve as an escalation point for intricate or high-priority incidents
- Lead the resolution of incidents and collaborate with infrastructure, security, and application teams
- Mentor and instruct junior help desk analysts, providing technical guidance and ensuring quality assurance
- Install, configure, and maintain desktops, laptops, mobile devices, and peripherals
- Manage and troubleshoot Active Directory, Azure AD, and Microsoft 365 environments
- Support VPNs, remote access solutions, and endpoint security measures
- Monitor service desk performance metrics and ensure compliance with SLAs and ITIL protocols
- Create and update technical documentation, knowledge base articles, and standard operating procedures
- Engage in system upgrades, patching processes, and the rollout of new technologies
- Identify recurring issues and suggest enhancements in processes or technology
Technologies: - AWS
- Active Directory
- Azure
- Cloud
- Hardware
- Support
- ITIL
- ITSM
- JIRA
- macOS
- Microsoft 365
- Mobile
- Network
- Security
- ServiceNow
- TCP/IP
- VPN
- Windows
- Zendesk
- Office 365
More:
We are seeking a Senior Help Desk Support Analyst to join our IT Service Desk team. In this essential role, you will provide advanced technical support while delivering leadership and mentorship to junior analysts. You will resolve complex technical challenges and ensure exceptional service quality supporting our critical business systems and users. This full-time position offers competitive pay ranging from $24.13 to $29.07 per hour. Our work environment is in person, fostering collaboration and team synergy.
last updated 51 week of 2025
Job Tags
Hourly pay, Full time, Work at office, Remote work,