HelpDesk Engineer, Process Improvement

We are seeking an experienced Senior Help Desk Engineer (6 years) to provide advanced technical support across Levels 1 2 and 3 while driving continuous improvement of IT service delivery processes. This role combines hands-on technical troubleshooting mentorship of support staff and leadership in process optimization initiatives to enhance operational efficiency service quality and end-user satisfaction. **** Candidates need to have good tenure/long projects and be within a 45 minute to one hour commute to Parsippany NJ. The position is Level 1-3 support and Process improvement.

Position Summary

We are seeking an experienced Senior Help Desk Engineer to provide advanced technical support across Levels 1 2 and 3 while driving continuous improvement of IT service delivery processes. This role combines hands-on technical troubleshooting mentorship of support staff and leadership in process optimization initiatives to enhance operational efficiency service quality and end-user satisfaction.

The ideal candidate will possess strong technical expertise exceptional customer service skills and a proven track record of identifying implementing and documenting process improvements within an IT support environment.

Key Responsibilities

Technical Support & Incident Management

• Provide Level 1 Level 2 and Level 3 support for hardware software network cloud and enterprise application issues.
• Troubleshoot and resolve complex technical incidents escalated from junior support staff.
• Manage incident resolution throughout the ticket lifecycle ensuring adherence to established SLAs.
• Perform root cause analysis and implement corrective actions to prevent recurring issues.
• Support Windows macOS Microsoft 365 Active Directory Azure VPN networking and endpoint management solutions.
• Coordinate with vendors and third-party providers to resolve technical issues.

Process Improvement & Service Excellence

• Analyze help desk workflows ticket trends and operational metrics to identify opportunities for improvement.
• Develop implement and maintain IT service management (ITSM) processes and best practices.
• Create and enhance knowledge base articles standard operating procedures and technical documentation.
• Drive automation initiatives to reduce manual tasks and improve service efficiency.
• Recommend and implement process improvements that increase first-call resolution rates and reduce ticket resolution times.
• Participate in continuous improvement projects aligned with ITIL and service management frameworks.

Leadership & Mentoring

• Serve as a technical escalation point for Help Desk and Desktop Support teams.
• Mentor and train junior engineers and support technicians.
• Assist with onboarding and technical development of new team members.
• Contribute to team performance reviews and skills development initiatives.
• Lead technical projects and support infrastructure upgrades when required.

Monitoring & Reporting

• Monitor service desk performance metrics and prepare operational reports.
• Identify recurring issues and develop strategic remediation plans.
• Participate in on-call support rotations and major incident management activities.
• Maintain accurate records of incidents changes and problem management activities.

Required Qualifications

• Bachelors degree in Information Technology Computer Science or equivalent experience.
• 5 years of progressive IT support experience including Level 2 and Level 3 troubleshooting.
• Proven experience in help desk operations service delivery and process improvement initiatives.
• Strong knowledge of:
  • Microsoft Windows and macOS environments
  • Microsoft 365 and Azure services
  • Active Directory and Group Policy
  • Networking concepts (TCP/IP DNS DHCP VPN)
  • Endpoint management and security tools
  • ITSM platforms (ServiceNow Jira Service Management Freshservice or similar)
• Experience with ticketing systems incident management and SLA management.
• Strong documentation communication and customer service skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Microsoft CompTIA Cisco or other relevant technical certifications.
• Experience with automation tools such as PowerShell Python or workflow automation platforms.
• Experience supporting hybrid and cloud-based environments.
• Knowledge of cybersecurity best practices and endpoint security solutions.

Key Competencies

• Advanced troubleshooting and problem-solving
• Process improvement and operational excellence
• Leadership and mentoring
• Customer-focused service delivery
• Technical documentation
• Project coordination
• Strong analytical and organizational skills

Success Measures

• Improved first-contact resolution rates
• Reduced ticket backlog and resolution times
• Increased customer satisfaction scores
• Successful implementation of service improvement initiatives
• Accurate and comprehensive technical documentation
• Effective mentorship and development of support staff