Senior Help Desk Support

Senior Help Desk Support

The Senior Help Desk role involves providing front-line assistance for IT-managed systems to both local and remote users. This includes offering technical support for desktops, laptops, mobile devices, and various hardware within a manufacturing environment. In addition, the role entails managing user accounts in both local and cloud-based Active Directory environments, as well as providing advanced troubleshooting for end users.

Strong communication skills are essential, as this position requires effectively translating technical issues and solutions for non-technical team members. The role also demands advanced problem-solving abilities, focusing on quickly resolving issues to minimize downtime for end users. This individual will also contribute to creating technical documentation for end users and recording issues and resolutions within the ticketing system and other technical records.

Key Responsibilities

Technical Support:

• Handle OS installations (Windows 10/11) on desktops and laptops, utilizing both manual methods and pre-configured imaging scripts.
• Administer user accounts in both on-premises and cloud-based directories (Active Directory and Azure AD/Exchange Online).
• Provide support for a range of devices, including desk phones, smartphones, desktops, laptops, printers, and other mobile devices.
• Ensure system availability and troubleshoot permissions issues within Active Directory and shared file systems.
• Familiarity with basic networking concepts, including IP addressing and subnetting.
• Manage server and file system permissions, including NTFS.
• Support and maintain automated patch management processes.

Project Leadership & Continuous Improvement:

• Report on project progress and status updates to team leadership.
• Assist in defining project requirements, timelines, and deliverables.
• Identify areas for process improvements and recommend best practices.
• Lead initiatives aimed at standardizing, enhancing, and streamlining processes.
• Prioritize and complete projects within defined deadlines.

Other Responsibilities:

• Willingness to work outside of regular business hours, including weekends and holidays, as needed to support business operations.
• Participate in after-hours on-call support rotation as required.
• Additional duties may be assigned based on business needs.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• 4-5 years of experience providing advanced desktop and laptop support.
• MCP certification is required; MCSA Windows/Server certification is preferred.

Skills & Competencies

• Ability to work effectively under supervision.
• Strong verbal and written communication skills.
• Capacity to lift or move items weighing up to 25 pounds when necessary.
• Willingness to travel up to 10% if required.
• A customer-focused mindset and ability to address user needs efficiently.

Required Skills

• Proficient in typing and using computer software.
• Ability to retrieve, organize, and maintain information and records.
• Operate standard office equipment and perform tasks such as data verification and analysis.
• Capable of prioritizing tasks and managing workloads to meet deadlines.
• Strong skills in problem-solving and evaluating situations to recommend appropriate actions.

Physical & Environmental Requirements

• Must be able to sit or stand for extended periods and view computer screens for long durations.
• Perform tasks that involve walking, reading, speaking, listening, and writing.
• Maintain regular attendance and punctuality.
• Ability to lift and carry items up to 20 pounds.
• Engage in repetitive motions, bending, stooping, and other physical tasks common in office settings.

Welcome to ConsultNet and the family of companies, Tekne, SaltClick, TechBridge, and OmniMedia. As a premier national provider of technology talent and solutions, our expertise spans across project services, contract-to-hire, direct placement, and managed services both onshore and nearshore.

Celebrating more than 25 years of partnership with a diverse client base, we've crafted rewarding opportunities for our consultants, fostering high-performing teams that deliver impactful results.

Over the last few years thousands of consultants have found their calling with us in roles that have made a meaningful impact on their lives, enhanced their career, challenged them, and propelled them towards achieving their personal and professional goals. At the ConsultNet family of companies, we believe effective communication is crucial in aligning the right job with your unique skills and professional aspirations. To us, it's all about the personal approach we take and the values we uphold.

Our comprehensive service offerings cover a wide range of technology positions across key markets nationwide. Client more at www.consultnet.com .

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.