Senior Help Desk Technician
Senior Help Desk Technician (Tier 3 Support)
The Senior Help Desk Technician is a senior-level technical expert responsible for resolving complex issues escalated from Tier 1 and Tier 2 support teams. This role combines deep technical expertise with strong communication and client engagement skills, including direct outreach to ensure timely resolution. In addition to mentoring junior technicians, the Senior Technician contributes to both internal infrastructure initiatives and client-facing projects. The ideal candidate is a collaborative problem solver with a passion for learning, a proactive mindset, and the ability to leverage emerging technologies—including AI—to drive results and improve service delivery.
Key Responsibilities
- Provide technical support both remotely and in-person, ensuring timely and effective resolution of client and internal issues.
- Manage and resolve Tier 2 and Tier 3 support tickets, delivering advanced troubleshooting and technical expertise across systems, applications, and infrastructure.
- Act as a technical mentor and escalation point for Tier 1 and Tier 2 technicians, offering guidance, training, and support.
- Contribute to internal IT projects such as infrastructure upgrades, automation initiatives, documentation improvements, and process optimization.
- Assist with client-facing projects as needed, providing technical input, coordination, and hands-on support to ensure successful outcomes.
- Perform root cause analysis and implement long-term solutions to prevent recurring issues.
- Create and maintain technical documentation, including knowledge base articles and standard operating procedures.
- Collaborate with vendors and third-party support teams to resolve complex issues.
- Participate in change management, patching, and system maintenance activities.
- Consistently meet or exceed defined key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction metrics.
- Provide after-hours support and participate in the on-call rotation, beginning 90 days after employment, as needed.
Qualifications
- Associate or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 3-5 years in IT support, with at least 1-2 years in a Tier 3 or senior technical role.
- 1–2 years of experience leading or contributing to IT projects, including internal infrastructure initiatives or customer-facing implementations.
- Relevant certifications, such as CompTIA A+, Network+, Security+, Microsoft (MS-102, SC-300), Cisco (CCNA), or equivalent.
- Self-driven with a passion for continuous learning and staying current with emerging technologies.
- Exceptional communication and interpersonal skills with a proactive, client-focused approach—comfortable initiating phone calls to build trust and drive progress.
- Eager to explore and apply emerging AI solutions to solve problems, streamline operations, and enhance client outcomes.
- Proven ability to mentor and support junior technicians.
Technical Skills
- Advanced knowledge and understanding of Windows operating systems (Windows 7 through 11).
- Advanced knowledge of Windows Server operating systems (2012 through 2022).
- Advanced knowledge of virtualization platforms (VMWare/Hyper-V).
- Advanced proficiency with Microsoft 365 administration, including Entra, Exchange, OneDrive, SharePoint, and Teams.
- Strong troubleshooting skills with networking equipment, including firewalls (SonicWall), switches, and access points.
- Experience performing configuration changes on networking equipment, including VLANs, VPNs, NAT, access rules, and routing rules.
- Proficiency in scripting and automation (Batch, PowerShell).
- Experience executing internal IT projects, including planning deployments and integrating solutions into existing infrastructures.
- Knowledge of disaster recovery procedures, including restoring servers from backups, setting client expectations, and managing the recovery process through completion.
Job Location: In-office. Hybrid work may be available after 90 days.
Job Type: Full-time
Pay: $39.42 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Ability to Commute:
- Maple Shade, NJ 08052 (Required)
Ability to Relocate:
- Maple Shade, NJ 08052: Relocate before starting work (Required)
Work Location: In person
