What are the responsibilities and job description for the Senior Helpdesk Specialist position at ISHIR?
Job Title - Senior Helpdesk Specialist
Duration - Long Term
Work Mode- Hybrid/ WFO (4 days onsite-1 Day remote per week)
Work Location- Irving, Tx
Position Summary:
We are seeking a Senior Helpdesk Specialist with 5 years of experience resolving complex technical issues across Windows, Microsoft 365, Mac OS, and iOS. Skilled in advanced troubleshooting, network connectivity, and hardware compatibility, using tools like Remedy, Active Directory, Azure, and PowerShell. Known for innovative problem-solving, clear communication, and self-management in dynamic environments.
PRINCIPAL DUTIES AND RESPONSIBILITIES (May perform any or all of the following):
- Delivering technical support through phone and walk-up channels, requiring independent critical thinking and creative troubleshooting approaches
- Resolving both routine and complex issues across Windows and Microsoft environments without relying on predefined scripts
- Demonstrating adaptability by finding innovative solutions for unique technical challenges
- Contributing to and maintaining our knowledge base with practical, experience-driven solutions.
Proven hands-on experience troubleshooting: - Windows 10/11 operating systems and Microsoft 365 ecosystem
- Network connectivity issues at both basic and advanced levels
- Hardware connectivity and compatibility challenges
- Mac OS & iOS device
- Complex application interactions and system crashes.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- Associate's Degree with 5 years of professional technology support experience
- Must be eligible for CJIS certification
- Ability to Solve complex technical problems without relying on pre-written solutions
- Ability to Effectively communicate technical concepts to non-technical users
- Ability to Self-manage and prioritize multiple concurrent issues
- Ability to Learn and adapt to new technologies quickly
- Proficiency with Remedy, Genesys, Active Directory
- Working knowledge of Azure, PowerShell, SharePoint, and SCCM Remote Control Viewer
- Experience with documentation and ticket management systems
Assessment Process- Candidates should be prepared to: - Participate in technical scenario discussions where they explain their troubleshooting methodology
- Demonstrate problem-solving abilities through real-world technical challenges
- Share examples of complex issues they've resolved through independent analysis.
ABOUT ISHIR
ISHIR is a digital innovation and enterprise AI services provider. We work with startups and enterprises to shape the future through accelerated innovation, deep technical expertise, access to global digital talent and a passion for complex problem-solving. With our help, our clients overcome their most difficult digital challenges leveraging AI.
We are not just consultants, we are partners in our clients’ success, assisting them with re(gaining) competitive edge by identifying opportunities for differentiation, industry disruption, scalable innovation, and go-to-market strategies that deliver successful outcomes.
At ISHIR, we help bold businesses accelerate innovation through Talent, Speed-to-Market, and AI. We help make an impact by solving real problems using innovation, improved customer experiences and the right technologies.
As an ISHIR employee, you will get the advanced training you need to be successful, and the opportunity to apply it. You must be passionate about technology, crave responsibility, and be eager to apply your knowledge to real business solutions for our startup and enterprise customers. These are the qualities of a person destined for success at ISHIR.
ISHIR attracts a special type of individual—someone who is proactive, thrives on challenges, feeds off success, and looks at moving targets not as obstacles but as opportunities. ISHIR is an exciting place to work. It is imbued with an entrepreneurial spirit and promotes self-reliance, open communication, and collaboration.
