Senior Help Desk Specialist
Job Summary
Providing advanced troubleshooting and technical support, the full-time Senior Help Desk Specialist will operate remotely, managing complex Tier 2 and Tier 3 tickets, supporting Drupal-based website content changes, and delivering training for new users.
Key responsibilities
- Handle complex Tier 2 and Tier 3 support tickets, serving as a technical resource for the Help Desk team
- Perform Drupal website development and configuration changes in response to support tickets
- Deliver weekly training sessions for new users and maintain training materials for collaboration tools
Required qualifications
- 5-7+ years of Help Desk or IT support experience in an enterprise or government environment
- Demonstrated expertise in Tier 2/3 troubleshooting and platform knowledge, particularly in web content management
- Hands-on experience with Drupal website development and content/configuration changes
- Experience in delivering training or onboarding support to new users
- Proven ability to develop and maintain SOPs and knowledge base content
Complete Job Description
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