Senior Help Desk Technician

The Senior Help Desk Technician provides comprehensive technical support to end users across the organization, ensuring smooth IT operations. The role also includes participation in security remediation, vulnerability management, and compliance tasks to maintain a secure IT environment. This position requires a focus on incident resolution, supporting critical tasks, and providing seamless communication for technical issues.

Key Responsibilities

* Technical Support & Incident Resolution:

Provide comprehensive technical support across a range of hardware, software, and network issues. Take ownership of service requests and technical problems, ensuring prompt and effective resolution to minimize disruption to business operations. Address and escalate issues as necessary to ensure timely solutions. * Regional and Expansion Site IT Support:

Assist in providing reliable IT support to regional offices, remote users, and future expansion sites. * Security & Compliance Support:

Lead and assist in security remediation efforts, vulnerability management, and compliance tasks. Participate in IT audits and help ensure adherence to cybersecurity protocols and regulatory requirements. * Customer & Executive Support:

Serve as a direct point of contact for technical support, including high-priority issues and executive-level needs. Deliver responsive, courteous, and professional service to all users, ensuring escalations are handled with urgency and a high standard of care. * System Server and Application Support:

Provide ongoing support for servers and applications used by the help desk team. Ensure optimal functioning of these systems and troubleshoot issues that may arise. * Telecom and Communication Systems Support:

Provide advanced support for business communication systems, including phone services, mobile apps, and call flow configurations. * Periodic On-Call Support:

Provide on-call support during evenings...