A senior help desk associate provides advanced technical support, resolves complex issues, and often serves as an escalation point for junior staff. They have deep knowledge of hardware, software, and network systems, coupled with strong communication skills for interacting with customers, vendors, and other IT teams. Their role often extends to training, developing support processes, and project participation.

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Support & Troubleshooting: Level I & II support. Resolve intricate desktop, software, and printer problems. Manage virtual desktops by creating, updating, and deploying software to them.
• Ticket Management: Answer and document help desk calls, ensuring ServiceNow service requests are addressed promptly within the designated SLA guidelines.
• Knowledge Management: Maintain and update detailed procedures for all desktop hardware and software tasks to ensure consistency across the team.
• Trend Analysis & Prevention: Analyze support data and ticket patterns to identify recurring issues, performing root-cause analysis to “get ahead” of problems before they impact the broader organization.
• Special Projects: May be assigned to dedicated desktop support for specific departments, including application testing and new implementations
• Flexibility: Availability to travel to remote locations as needed
• Communication: Strong ability to report status on issues to management and end users along with collaborating with other departments on escalations as needed.
• Project & Staff Representation: Attend weekly meetings, provide status reports to management, and represent the help desk in project hand-offs (turnover meetings) as needed.
• Escalation Leadership: Act as the senior tier of support, guiding and resolving issues escalated by junior technicians

Supervisory Responsibilities:

N/A

Qualifications:

The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• Windows 11 Fluency: Proficiency in diagnosing common Windows 11 issues, including Taskbar/Start Menu glitches, Windows Update failures, and driver compatibility.
• Virtualization Fundamentals: A basic understanding of how virtual desktops differ from physical ones, such as managing session host reconnections and troubleshooting display protocols (like RDP or Blast). Provide initial troubleshooting for Omnissa Horizon connection issues, including resetting virtual desktop sessions and resolving login failures.
• Active Directory & Entra ID (formerly Azure AD): Ability to perform standard user management tasks like password resets, unlocking accounts, and managing security group memberships in hybrid environments.
• Networking Basics: Understanding how to use command-line tools like ping, ipconfig, and tracert to identify if a connectivity issue is local or network-wide.
• Microsoft 365 Support: Experience troubleshooting the Office 365 suite (Outlook, Teams, and OneDrive) within a virtualized or “shared computer” context.

Technical Skills:

• Windows 11 Operating System, Microsoft Office 365 and MacOS
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN), IGEL experience
• Omnissa and other VDI technologies
• PowerShell, or other scripting experience is a plus

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