Senior Help Desk Support Specialist

This is a remote position.

Core Requirements:

1. Bachelor s degree in Information Technology Computer Science or related field or equivalent work experience is preferred.
   
2. Experience in a technical support role preferably in a help desk or service desk environment.
   
3. Proficiency in troubleshooting hardware software and network issues across various platforms (Windows MacOS Linux).
   
4. Strong knowledge of Microsoft Office applications Active Directory and other productivity tools.
   
5. Familiarity with remote desktop support tools and ticketing systems (e.g. ServiceNow Jira Zendesk).
   
6. Proven experience in a help desk or technical support role with a focus on providing advanced technical assistance and handling escalations.
   
7. Excellent problemsolving and communication skills.
   

Nice to Have Requirements:

1. Ability to lead and mentor junior team members.
   
2. Relevant certifications such as CompTIA A Microsoft Certified Desktop Support Technician (MCDST) or ITIL Foundation.
   
3. Proficiency in a wide range of IT systems and technologies including:
   • Windows operating systems and server environments
     
   • Microsoft Office 365 Azure Teams SharePoint Intune VB PowerShell scripting and Exchange Server Management and Administration
     
   • Utilization of SCCM for software deployment Symantec Cloud for security and Veeam for backup and recovery solutions
     
   • Management and maintenance of various ticketing systems such as ServiceNow Cherwell CMDB ServiceDesk Plus Authority CRM and ConnectWise
     
   • Configuration and troubleshooting of network infrastructure components including Fortinet TPLink Cisco switches Umbrella Meraki Ubiquiti Unifi PRTG and Network Configuration Manager
     
   • Support for remote access solutions like FortiClient VPN Citrix and Fasttrack Production
     
   • Technical support for applications such as MPower Mates and Alesco
     
   • Administration of Active Directory Services RSA Server DHCP DNS Open DNS SQLserver Cisco Manager Papercut Server Management Novell Console 1 and Zen works
     
   • Advanced skills in Outlook and Lotus Notes 8.5 as well as proficiency in VMware/vSphere virtualization technology
     
   • Handling of basic Linux Red Hat tasks and beginnerlevel support for SAP and Linux Red Hat systems
     
   • Management of telephony systems including MDM Intune 3CX Android and Apple devices as well as hardware and AV units like Polycom Epson Meeting Room AV units