Job Description
Job Description
The Senior Help Desk Engineer leads advanced IT support operations, troubleshooting complex system issues, and optimizing IT service management (ITSM) processes. Manages security, device configurations, and cloud-based administrative tools.
Duties and Responsibilities :
Provide advanced technical support and ensures the effective operation of a wide range of IT systems and services within a dynamic, fast-paced environment. This role is critical in supporting end-users across various platforms, resolving complex technical issues, and maintaining seamless IT operations. The Senior Help Desk Engineer will be responsible for troubleshooting, managing, and optimizing a diverse suite of technologies including M365 / O365, Azure AD / Entra, Zendesk, Intune / Endpoint Manager, SharePoint, Microsoft Office, Mac and Windows laptops, iOS and Android smartphones, documo mFax, Zoom, Axis and Eagle Eye security cameras, VoIP (Poly Phones), and associated cloud services.
Candidates will be expected to demonstrate a combination of advanced technical expertise, strong customer service skills, and the ability to troubleshoot and resolve a wide range of IT issues effectively.
Technical Support & Troubleshooting :
- Provide expert-level technical support to end-users for a variety of systems and devices, including M365 / O365 applications, Azure AD / Entra, Intune / Endpoint Manager, SharePoint, VoIP phones, mobile devices (iOS / Android), security camera systems (Axis, Eagle Eye), and cloud-based technologies.
- Diagnose and resolve issues related to hardware and software, including operating system (Windows, macOS), network connectivity, and application issues.
- Perform root cause analysis to determine underlying issues and implement permanent fixes to prevent recurring problems.
- Manage and troubleshoot cloud-based environments, especially focusing on M365 / O365, Azure AD / Entra, and associated services.
- Support and administer endpoint management solutions via Intune / Endpoint Manager for managing device configurations, security policies, and software updates.
Customer Service & User Support :
Function as a primary point of contact for end-users and demonstrate a customer-first mindset, ensuring timely and professional resolution of technical issues.Communicate effectively with users to gather necessary information, set expectations, and provide clear status updates during issue resolution.Document and track all service requests and incidents using Zendesk or other ticketing systems, ensuring accurate and up-to-date records.Provide training and guidance to users on the proper use of hardware and software tools.Deliver a positive user experience by responding to requests promptly and empathetically while maintaining a high standard of professionalismSystem Administration & Maintenance :
Assist with routine system maintenance tasks, including patch management, updates, and configuration changes for both on-premises and cloud-based services.Monitor system performance and proactively address any issues that may arise, ensuring minimal disruption to end-users.Configure and maintain user accounts, permissions, and security settings across various systems, ensuring compliance with organizational policies and best practices.Documentation & Reporting
Create and maintain internal knowledge bases, troubleshooting guides, and system configurations.Generate regular reports on system performance, issue resolution metrics, and support ticket trends.Strong documentation and reporting practices will also support audit trails, enhance communication within teams, and facilitate training and onboarding of new staff members.Security & Compliance
Tasked with monitoring and maintaining the security of user accounts, devices, and data through rigorous compliance with organizational policies and industry standards.Implements security measures such as multi-factor authentication, data encryption, and vulnerability patching.Required Skills & Qualifications :
Technical Skills
Strong knowledge of Microsoft 365 / O365 services and applications (Word, Excel, Outlook, OneDrive, Teams, SharePoint, etc.).Advanced experience with Azure AD / Entra, including user and group management, authentication, security policies, and directory synchronization.Expertise in mobile device management via Intune / Endpoint Manager as well as configuration of mobile apps and policies (e.g., Endpoint Manager Apple Business Manager, Managed Google Play).Experience with cloud-based collaboration tools like Teams, Zendesk, and Zoom to understand how they integrate within an IT environment.Proficient with managing and troubleshooting Windows, macOS, iOS, and Android devices.Knowledge of network security best practices and familiarity with securing VoIP systems (Poly Phones) and surveillance camera systems (Axis, Eagle Eye).Familiarity with fax management systems like Documo mFax.Troubleshooting skills for a wide range of hardware and software issues across different platforms (PCs, laptops, mobile devices, etc.).Ability to diagnose and resolve complex networking issues (Wi-Fi, VPN, etc.).Experience with ticketing systems (Zendesk, ServiceNow, etc.) and incident management.Familiarity with security protocols, user authentication, and data encryption practices.Ability to mentor and provide guidance to junior help desk staff.Ability to manage multiple priorities and projects simultaneously while maintaining focus on customer satisfaction.Willingness to stay current with emerging technologies and best practices in the IT industry.Customer Service & Communication Skills :
Strong interpersonal communication skills to collaborate effectively with end-users of varying technical expertise.Excellent problem-solving abilities with a focus on delivering quality solutions to end- users in a timely manner.Ability to manage high-pressure situations while maintaining professionalism and customer satisfaction.Strong documentation skills for recording support requests, incidents, and resolutions.Required Experience :
Minimum of 8 years of hands-on experience in IT support or help desk roles, with a minimum 2 years in a senior-level position handling complex technical issues, especially periods working independently to achieve engineering outcomes.Extensive experience working with the PowerShell, tools and technologies mentioned above, including clous solutions related to M365 / O365, Azure AD / Entra, Intune / Endpoint Manager, SharePoint, Printing, or VoIP systems.Proven history of providing high-quality customer service, both technical and non- technical, in a fast-paced environment.Experience working in a cloud-based environment and managing SaaS applications.Strong troubleshooting and root cause analysis skills, with the ability to independently resolve both technical and customer-related issues.Preferred Certifications :
Technical Certifications
Microsoft Certified : Azure Fundamentals, Microsoft Certified : Modern Desktop Administrator Associate, or Microsoft Certified : Security, Compliance, and Identity Fundamentals.CompTIA A or Network (for foundational IT knowledge and troubleshooting).Certified Information Systems Security Professional (CISSP) for a strong understanding of security practices.Apple Certified Support Professional (ACSP) for troubleshooting macOS- related issues.ITIL Foundation Certification for a standardized approach to IT service management.Agreement to recertify within 3 months of start date if certifications have lapsedCustomer Service Certifications :
HDI Support Center Analyst or HDI Desktop Support Technician for expertise in service desk operations and customer interaction.CompTIA IT Customer Service Specialist for customer service-oriented technical support roles.Desirable Skills :
Extensive experience in managing M365 / O365 environments, including Exchange Online, Teams, OneDrive, SharePoint, and Outlook.Deep understanding of Azure AD / Entra for user authentication, identity management, and access control. Expertise in configuring and maintaining SSO, MFA, and conditional access policies.Proficiency in deploying, securing, and managing Windows, macOS, iOS, and Android devices through Intune / Endpoint Manager, ensuring seamless integration and compliance with organizational policies.Clearance Requirement : Ability to obtain and maintain a Public Trust.
This position is contingent upon future contract award to Gunnison Consulting.The salary range for this position depends upon multiple factors including location, the individual's knowledge, skills, competencies, and experience, and contract-specific budget constraints and organizational requirements.
Gunnison Consulting Group's total compensation package also includes bonus and profit-sharing opportunities, depending on company and employee performance. Available employee benefits include :
3 weeks of Personal Leave your first year11 paid Holidays each year5 days of Flexible Time Off each year401(k) company match at 50% up to 10% of your salaryMedical, Dental and Vision InsuranceLife and Disability InsurancePublic Transportation SubsidiesCertifications and Training Allowance - $2,500 / year!Why Join Gunnison?
Gunnison takes on ambitious projects. We target fun, challenging work that requires creative thinking and innovation.Quality is our top priority.Gunnison employee benefits meet or exceed what other companies in the Washington, D.C. metropolitan area offer.There is a great sense of camaraderie at Gunnison. This is an atmosphere we will maintain as we continue to grow.We are growing rapidly and the opportunity for individual professional growth with Gunnison is outstanding.We hire for careers at Gunnison, not to fill a position.Equal Opportunity / Affirmative Action Employer. Must be eligible for employment in the United States. We are unable to sponsor candidates at this time.
In 1994 Gunnison Consulting Group began serving the greater Washington, D.C. metro area, focused on tackling our customers' most ambitious technology projects. By creating a culture dedicated to enabling our customers and employees to achieve more than they ever thought they could , the company has thrived for over 25 years.
Salary : $2,500
