As a Senior Help Desk Technician at Lightcast you will be a critical part of our IT support team providing technical assistance and support to employees. This career-level role is designed for an experienced IT professional with a deep understanding of IT systems excellent problem-solving skills and a passion for delivering exceptional customer service. You will lead technical initiatives and mentor junior team members.
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.
5 years of experience in IT support with a strong background in troubleshooting hardware and software issues.
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom Europe and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people our institutions and companies and our communities.
Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. Lightcast has always been and always will be committed to diversity equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams and we encourage our employees to bring their authentic original and best selves to work.
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