Sr. Helpdesk Specialist

SR. HELPDESK SPECIALIST

Job Summary :

We're seeking a technically-minded problem solver who can thrive in a dynamic environment where standard flowcharts don't dictate solutions.

Core Responsibilities :

You'll be responsible for :

• 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.

Technical Expertise Required :

• 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 devices.
• Complex application interactions and system crashes.

Tools & Systems Experience :

• Proficiency with Remedy, Genesys, Active Directory.
• Working knowledge of Azure, PowerShell, SharePoint, and SCCM Remote Control Viewer.
• Experience with documentation and ticket management systems.

Key Qualifications :

• Associate's Degree with 5 years of professional technology support experience
• Must be eligible for CJIS certification
• More importantly : Demonstrated ability to :
• Solve complex technical problems without relying on pre-written solutions.
• Effectively communicate technical concepts to non-technical users.
• Self-manage and prioritize multiple concurrent issues.
• Learn and adapt to new technologies quickly.

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.
• Please note : This role requires independent technical thinking and creative problem-solving. If you rely heavily on predefined solutions or step-by-step guides, this position may not be suitable.

Salary : $34