Sr. Helpdesk Specialist

The Sr. Helpdesk Specialist is the technical lead for day-to-day IT support and the escalation point for Level I and junior staff. The role combines advanced helpdesk work with hands-on administration of Active Directory, Microsoft 365, Entra ID, Exchange Online, and Microsoft Intune. You will own ticket queues and service level targets, manage hardware setup, and mentor junior team members. Occasional travel may be required for onsite support.

Key Responsibilities

• Escalation and Advanced Support: Resolve escalated hardware, software, access, and network issues, perform root-cause analysis, and escalate to IT leadership with clear documentation when needed.

• Ticket and SLA Ownership: Own queue health and the response and resolution targets for assigned tickets, including urgent-ticket SLAs, and identify recurring issues for process improvement.

• Remote Support: Provide remote support to users through TeamViewer.

• Active Directory Administration: Manage on-premises Active Directory servers, including user and group management, group policy, and access permissions, and keep them aligned with Entra ID.

• Microsoft 365 and Exchange Online: Administer mailboxes, shared mailboxes, distribution lists, mail flow, licensing, and tenant settings.

• Identity and Access: Manage Entra ID accounts, multi-factor authentication, conditional access, and application access.

• Endpoint Management: Deploy, configure, and manage devices through Microsoft Intune, including compliance and configuration policies, app deployment, and device enrollment.

• Wireless and Network Support: Configure, troubleshoot, and maintain Wi-Fi networks and related connectivity, including VPN.

• Hardware Procurement and Setup: Handle the procurement, configuration, shipping, and tracking of hardware for new hires.

• User Lifecycle Management: Make sure new hires are ready on day one, and securely disable accounts and recover equipment at offboarding.

• Security and Audit Support: Support patching, device compliance, access reviews, and the IT documentation required for audits.

• Mentoring and Documentation: Train and guide junior specialists and interns, and maintain procedures and knowledge base articles.

• Asset Management: Track and update IT equipment and software inventory.