Senior Help Desk Technician
Senior Help Desk Technician
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Major Responsibilities:
- Technical Support: Resolve complex hardware software and system issues for end-users across platforms (Windows macOS Linux).
- Incident Management: Lead incident response ensuring timely resolution and escalation when necessary.
- Knowledge Base: Contribute to and maintain documentation of known issues best practices and troubleshooting guides.
- Problem Ownership: Take initiative in resolving challenging technical problems collaborating across IT teams as needed.
- Documentation: Accurately record all support interactions and resolutions in the helpdesk system.
- Security Compliance: Enforce and support company-wide IT security policies and compliance standards.
- Procurement & Licensing: Manage purchases of hardware/software license renewals and subscription tracking.
- Asset Management: Oversee inventory and lifecycle management of all IT assets.
Skills/Abilities:
- 5 years of hands-on IT support experience with a focus on troubleshooting and issue resolution.
- Strong knowledge of Windows OS and Microsoft Office; familiarity with macOS and Linux environments.
- Proven problem-solving abilities with strong attention to detail.
- Excellent communication and interpersonal skills.
- Experience with asset management and support tools (e.g. ticketing systems remote support tools).
- Familiarity with cloud environments (AWS preferred) and infrastructure-as-code tools (e.g. Terraform Pulumi).
- Knowledge of ITIL ISO 27001 and accessibility standards (e.g. WCAG) is a plus.
- Proficiency in automation scripting (e.g. Python PowerShell JavaScript) is highly desirable.
Education and Experience:
- Bachelors degree in IT Computer Science or a related field.
- IT certifications (e.g. CompTIA A Network Microsoft Certified) strongly preferred.
- 5 years of experience in IT support with a strong background in troubleshooting hardware and software issues.
Required Experience:
Senior IC
Employment Type
Full-Time
