Senior Help Desk Technician

The Senior Help Desk Technician provides frontline technical support, assisting customer personnel with hardware, software, and network-related issues. Ensures smooth operation of IT systems and facilitates user training on enterprise tools.

Duties and Responsibilities:

Provide high-level technical support and troubleshooting assistance for end-users across a broad range of IT systems and applications. The Senior Help Desk Technician will act as a subject matter expert (SME) for the IT support team, assisting with the resolution of complex technical issues, providing guidance and training to junior technicians, and ensuring effective solutions are implemented. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. Will help when it comes to the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Technical Support & Troubleshooting:

• Provide advanced technical support for end-users, resolving issues related to M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and VoIP (Poly Phones).
• Troubleshoot hardware and software issues related to both Mac and Windows laptops, iOS/Android mobile devices, and associated cloud services.
• Conduct root cause analysis to identify, resolve, and prevent recurring technical issues across multiple platforms, including network connectivity, hardware failures, and software compatibility.

Customer Service & User Support:

• Deliver high-quality customer service, ensuring users receive timely, efficient, and professional support.
• Provide clear communication and regular updates to end-users on issue status, working to resolve user problems in a courteous and timely manner.
• Demonstrate empathy and patience, especially in complex or stressful situations.
• Conduct training sessions for users on best practices for using Microsoft Office, SharePoint, Zoom, and mobile device management systems.

System Administration & Maintenance:

• Support and maintain the operation of cloud-based systems like M365/O365 and Azure AD, including account management, permissions, and security configurations.
• Manage mobile device configurations through Intune/Endpoint Manager and ensure compliance with security policies across all devices (Mac, Windows, mobile phones).
• Provide user access management in Azure AD and support collaboration platforms such as SharePoint, ensuring data security and collaboration.

Documentation & Reporting

• Maintain accurate and thorough records of support tickets, troubleshooting steps, resolutions, and service requests in Zendesk.
• Produce documentation and knowledge base articles to assist in future troubleshooting and ensure knowledge continuity.

Security & Compliance

• Support organizational cybersecurity efforts by ensuring devices, applications, and cloud services are compliant with security protocols, industry regulations, and internal policies.
• Provide guidance on security best practices, including password management, multi- factor authentication (MFA), and endpoint protection.

Required Skills & Qualifications:

Technical Skills

• Proficient in managing and troubleshooting M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and associated cloud-based services.
• Strong understanding of MacOS, Windows OS, iOS, and Android device management and troubleshooting.
• Experience with VoIP systems (Poly Phones, etc.) and related telecommunication technologies.
• Proficiency in troubleshooting hardware and software for both laptops (Mac and Windows) and mobile devices (iOS and Android).
• Knowledge of security camera systems (Axis Security Cameras) and related configurations.
• Familiarity with faxing solutions (Documo mFax) and Zoom communication platform.

Troubleshooting & Root Cause Analysis

• Strong diagnostic skills for identifying and resolving issues at the system, application, and user levels.
• Ability to perform root cause analysis to prevent recurring issues and recommend long- term solutions.

Customer Service & Communication Skills

• Excellent communication skills to effectively interact with end-users of various technical backgrounds.
• Strong customer service orientation with the ability to handle challenging customer situations in a professional and calm manner.
• Experience in providing training and technical support in an easy-to-understand, user- friendly manner.

Required Experience:

• Minimum of 8 years of experience in a technical support or IT help desk environment with progressive responsibility.
• At least 2 years of experience administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and software-as-a-service solutions (e.g., Zoom, mFax, Teams, Eagle Eye, Brivo, Everbridge, or other cloud-based services).
• Proven experience supporting a diverse range of devices, including MacOS, Windows, mobile devices (iOS and Android), and cloud-based technologies.
• Solid background in troubleshooting complex IT problems and performing root cause analysis.
• Strong customer service experience with a focus on providing exceptional support in a fast-paced, multi-tasking environment.
• Previous experience working with ticketing systems, preferably Zendesk, and keeping accurate records of technical issues and resolutions.

Preferred Certifications:

• Technical Certifications*:
  • Microsoft Certified: Azure Fundamentals or Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • CompTIA A
  • CompTIA Network
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Information Systems Security Professional (CISSP) - for advanced security knowledge
  • ITIL Foundation Certification for service management best practices
  • Apple Certified Support Professional (ACSP) - for MacOS support proficiency
  • *Agreement to recertify within 3 months of start date if certifications have lapsed

• Customer Service Certifications:
  • HDI Support Center Analyst Certification
  • ITIL Foundation for IT service management
  • Microsoft Certified: Dynamics 365 Fundamentals (Customer Service)

Desirable Skills:

• Experience with telecommunication systems (VoIP like Poly Phones) and security camera systems (Axis, Eagle Eye).
• Knowledge of managing software as a service such as virtual faxing using Documo mFax, Everbridge, or Zoom/ZoomGov
• Experience working in a hybrid work environment supporting remote and on-site users.

Clearance Requirement: Ability to obtain and maintain a Public Trust.

**This position is contingent upon future contract award to Gunnison Consulting.

• 3 weeks of Personal Leave your first year
• 11 paid Holidays each year
• 5 days of Flexible Time Off each year
• 401(k) company match at 50% up to 10% of your salary
• Medical, Dental and Vision Insurance
• Life and Disability Insurance
• Public Transportation Subsidies
• Certifications 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.