What are the responsibilities and job description for the Senior Helpdesk Support Specialist - SHSS 25-21504 position at Compu-Vision Consulting, Inc.?
Job Details
Title: Senior Helpdesk Support Specialist
Duration: 9 Months
Location: Braintree, MA (Hybrid)
Summary:
We are seeking a Senior Helpdesk Support Specialist to serve as the first technical point of contact for end-user support. The role involves handling and resolving technical issues in collaboration with internal teams, external vendors, and partner organizations. The specialist will support technology expansion projects and office expansions, ensuring seamless IT operations.
This position reports to the IT End User Support Manager and requires a strong customer service focus, technical troubleshooting skills, and collaborative problem-solving abilities.
Key Responsibilities:
Manage helpdesk queue and prioritize requests.
Provide prompt support via phone, email, or in-person interactions.
Identify and escalate complex system-related issues as needed.
Support and maintain desktops, laptops, peripherals, and related technologies.
Perform desktop imaging and device configuration.
Assist with onboarding and offboarding processes.
Diagnose and resolve hardware, software, and network issues.
Maintain and update technical documentation.
Perform network analysis to troubleshoot LAN/WAN/AP issues.
Install and configure software and hardware.
Manage IT asset inventory and account administration.
Provide support for third-party and in-house platforms.
Assist with office moves, additions, and equipment setup.
Additional Responsibilities:
Maintain high ethical standards in professional conduct.
Stay up to date with technical advancements.
Support IT innovation initiatives.
Demonstrate experience with Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, Access).
Must be able to lift 35 pounds and push 65 pounds of equipment.
Knowledge and Skills:
Self-motivated and strong collaborator.
Analytical thinking and problem-solving skills.
Excellent communication skills (verbal & written).
Strong organizational and customer service skills.
Knowledge of Microsoft Office 365.
Familiarity with Microsoft Azure and Microsoft Entra (preferred).
Experience managing Active Directory user accounts, groups, and permissions (required).
Familiarity with Claris FileMaker (preferred but not required).
Strong team player with the ability to work across multiple IT departments.
Education and Experience:
Bachelor s degree in Computer Science, MIS, or related field.
5-10 years of experience in technical support/helpdesk roles.
Experience with Windows 10/11 and Windows Server.
Experience with mobile device management (iOS, Android).
Experience troubleshooting hardware, software, and networking issues.
Experience with cloud computing technologies.
Certifications such as A and Network (preferred but not required).
Microsoft role-based training/certifications (preferred but not required).
