Senior Helpdesk Specialist

We are seeking a Senior Help Desk/Desktop Support Analyst with strong technical troubleshooting and customer support experience to support the organization’s Tier 1 Help Desk operations. This role provides frontline technical support to end users, ensuring timely resolution of incidents and service requests while maintaining a high level of customer service.

This position operates in a shift-based environment and requires working weekends, holidays, and occasional overtime to ensure continuous coverage across all Help Desk shifts. The selected candidate must be able to work the designated schedule and may be required to work more than 40 hours per week as directed by the Shift Supervisor.

The successful candidate will possess strong technical knowledge of ServiceNow, Microsoft 365 applications, HP desktop and laptop systems, and Microsoft Windows operating systems. The role requires frequent interaction with internal customers and coordination with other technical support teams while following established operational procedures and service management practices.

Key Responsibilities

·        Provide Tiered Help Desk support by responding to user incidents and service requests via phone, email, and ticketing systems.

·        Create, track, and maintain incident and service request tickets in ServiceNow, ensuring accurate documentation and timely resolution.

·        Troubleshoot and resolve issues related to Windows desktop operating systems, M365 applications, and end-user devices.

·        Provide technical support for HP desktops, laptops, tablets, and related peripherals.

·        Diagnose and resolve basic network connectivity and VPN access issues.

·        Support mobile devices such as iPhones and other smartphones.

·        Escalate unresolved technical issues to appropriate Tier 2 or Tier 3 support teams.

·        Follow established standard operating procedures (SOPs) and service management processes.

·        Maintain accurate documentation of issues, solutions, and troubleshooting steps.

·        Provide professional and responsive customer service to users across the organization.

·        Collaborate with internal IT teams to ensure consistent service delivery and problem resolution.

·        Maintain and update operational documentation using Microsoft SharePoint and M365 tools.

Required Qualifications

·        Minimum five (5) years of overall IT experience, including at least three (3) years providing Help Desk support.

·        Experience creating, managing, and resolving tickets using ServiceNow or a similar ITSM platform.

·        Two (2) or more years of experience supporting desktop or laptop troubleshooting and operations.

·        Experience supporting Microsoft Windows 10 and Windows 11 operating systems.

·        Significant experience supporting Microsoft 365 applications,

·        Experience diagnosing and troubleshooting Level 1 network connectivity and VPN issues.

·        Familiarity with mobile device support, including iPhones or comparable smartphones.

·        Strong analytical and problem-solving skills with the ability to quickly identify root causes.

·        Excellent written and verbal communication skills, with the ability to clearly document technical issues and solutions.

·        Strong interpersonal skills and the ability to interact effectively with users at all levels of the organization.

·        Experience maintaining documentation and communication using Microsoft SharePoint, Word, Excel, and Outlook.

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