Senior Help Desk Specialist - Remote

Overview

This role provides advanced technical support for enterprise IT systems in a high-stakes, mission-driven environment, emphasizing hands-on problem-solving and high-quality customer service.

In Short

• Provide advanced IT support for hardware, software, and network issues.
• Troubleshoot and resolve complex technical problems.
• Support onboarding by setting up devices and ensuring network connectivity.
• Manage incidents using ticketing systems like Remedy or ServiceNow.
• Document and communicate service disruptions and resolutions.
• Develop and maintain Knowledge Base Articles (KBAs).
• Follow ITSM and ITIL processes for service quality.
• Collaborate with technical teams for system reliability.
• Contribute to process improvements.
• Deliver high-quality customer service in diverse locations.

Requirements

• Experience in IT support roles.
• Strong troubleshooting skills for complex IT issues.
• Familiarity with ticketing systems.
• Knowledge of ITSM and ITIL processes.
• Ability to document and communicate effectively.
• Detail-oriented with a focus on service quality.
• Ability to work in a mission-driven environment.

Benefits

• Opportunity to work in a high-stakes environment.
• Collaborative team culture.
• Professional development opportunities.
• Flexible working conditions.
• Support for maintaining secure IT operations.