Description Summary:

The ideal candidate will have extensive experience in providing technical support, troubleshooting complex issues, and mentoring junior technicians. This role involves ensuring the smooth operation of our IT systems and providing top-notch support to our users.

 Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

  • Provide advanced technical support to end-users for hardware, software, and network issues.
  • Support and maintain operational systems at our corporate headquarters.
  • Troubleshoot and resolve complex technical problems, escalating issues as necessary.
  • Mentor and train junior helpdesk technicians, providing guidance and support.
  • Manage and prioritize helpdesk tickets, ensuring timely resolution and excellent customer service.
  • Maintain and update documentation for IT processes, procedures, and troubleshooting guides.
  • Collaborate with other IT team members to implement and maintain IT infrastructure and systems.
  • Conduct regular system maintenance and updates to ensure optimal performance and security.
  • Assist in the deployment and configuration of new hardware and software.
  • Monitor system performance and proactively identify and address potential issues.
  • Ensure compliance with company policies, procedures, and security standards.
  • Other duties as assigned. 

Education/Training/Experience:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field required. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are a plus.
  • Minimum of 5-7 years of experience in IT support or helpdesk roles, with at least 2 years in a senior or lead position required.
  • Strong knowledge of Windows and Mac operating systems, as well as common software applications required.
  • Experience with network troubleshooting and support, including knowledge of TCP/IP, DNS, DHCP, and VPN required.
  • Excellent problem-solving and analytical skills required.
  • Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users required.
  • Ability to work independently and as part of a team, managing multiple priorities in a fast-paced environment required.
  • Customer-focused attitude with a commitment to providing exceptional service required.

Physical Requirements:

  • Ability to sit and/or stand for extended periods.
  • Ability to perform work on a computer for extended periods.
  • Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
  • Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
  • Ability to bend and lift 25 lbs.

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