Senior Help Desk Technician

Job Summary

A company is looking for a Senior Help Desk Technician who provides advanced technical support for various IT issues.

Key Responsibilities

• Diagnosing and resolving advanced technical issues across multiple platforms and environments
• Acting as a technical lead for escalated support cases and ensuring timely resolution
• Collaborating with Tier 1 technicians to provide guidance, mentoring, and knowledge sharing

Required Qualifications

• Associate's Degree in Information Technology and a minimum of 5 years' experience in technical support or help desk operations
• Familiarity with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, or Jira)
• Proven ability to troubleshoot hardware, software, and network issues in a corporate or enterprise environment
• CompTIA A+ and/or Network+ certification preferred
• Background in ITIL practices, especially incident management