Senior Help Desk Specialist Overview • The Senior Help Desk Specialist will provide critical IT support to employees across multiple office locations. • This role ensures smooth technology experiences by addressing technical issues and supporting IT operations. • Collaborate with the IT team to deliver reliable and efficient solutions for staff needs. • Work in a hybrid environment with a minimum of four days per week in-office. • Support onboarding and offboarding processes, including device setup and account provisioning. • Contribute to IT documentation and knowledge base articles for team consistency. • Assist with technology rollouts, equipment procurement, and asset inventory management. • Provide occasional after-hours and weekend support to minimize business disruption. Senior Help Desk Specialist Key Responsibilities & Duties • Log, track, and resolve IT support tickets using ITSM platforms like ServiceNow or Jira. • Support employee onboarding and offboarding processes, including device setup and equipment tracking. • Assist with MDM platform administration, including device enrollment and configuration tasks. • Escalate complex issues to senior IT staff with clear documentation and context. • Support AV and conferencing technology setup and troubleshooting in meeting rooms. • Contribute to IT documentation and knowledge base articles for team consistency. • Assist with technology rollouts, equipment procurement, and asset inventory management. • Provide occasional after-hours and weekend support to minimize business disruption. Senior Help Desk Specialist Job Requirements • Bachelor’s degree in IT, Computer Science, or related field preferred. • 7+ years of experience in helpdesk, desktop support, or IT support roles. • Hands-on experience supporting macOS and Windows environments professionally. • Familiarity with Microsoft 365 and basic Azure Active Directory tasks. • Exposure to ITSM tools such as ServiceNow or Jira Service Management. • Basic understanding of MDM concepts; experience with Jamf or AirWatch preferred. • Strong communication skills with a customer-first attitude. • CompTIA A+ or similar certification is a plus.