Job Title: Senior - Help Desk Technician
Job Summary
The Senior Help Desk Technician is a pivotal role within our IT support team, responsible for addressing the most complex and high-priority technical issues that arise. This position demands a high level of expertise and leadership, as the technician will oversee the work of junior and mid-level technicians, ensuring that the help desk operates efficiently and effectively. The Senior Help Desk Technician will not only resolve intricate technical challenges but also play a crucial role in mentoring team members, coordinating IT deployments, and continuously improving help desk processes. This role is essential for maintaining high standards of customer service and technical support within the organization.
Key Responsibilities
- Resolve complex technical issues related to hardware, software, and networking, ensuring timely and effective solutions.
- Lead troubleshooting efforts for high-priority incidents and escalated tickets, coordinating with relevant stakeholders to facilitate swift resolutions.
- Supervise and mentor junior and mid-level technicians, providing guidance, support, and training to enhance their skills and performance.
- Coordinate the deployment and installation of IT systems, applications, and devices, ensuring alignment with organizational needs and standards.
- Review and improve help desk processes and procedures for efficiency, implementing best practices to enhance service delivery.
- Maintain and troubleshoot complex IT systems and networks, ensuring optimal performance and reliability.
- Ensure that support tickets are tracked, monitored, and resolved within agreed Service Level Agreements (SLAs), maintaining high levels of customer satisfaction.
- Participate in the planning and implementation of IT projects and infrastructure upgrades, contributing technical expertise and insights.
- Provide training sessions for staff on new technology and troubleshooting methods, fostering a culture of continuous learning and improvement.
Skills and Knowledge Required
- Expert knowledge of operating systems, software, and hardware.
- Extensive experience in troubleshooting and resolving complex technical issues.
- Advanced knowledge of networking concepts and IT infrastructure.
- Strong leadership skills and experience managing or mentoring teams.
- Experience with ticketing systems, remote access tools, and network monitoring.
- Advanced knowledge of IT security and compliance standards.
- Strong customer service skills and the ability to handle challenging situations effectively.
Educational Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant certifications such as CompTIA Security+, Cisco Certified Network Associate (CCNA), or Microsoft Certified Solutions Expert (MCSE) are beneficial.
Key Focus Areas
- Complex issue resolution and escalation management.
- Team leadership and mentorship.
- Process improvement and workflow optimization.
- IT systems and network maintenance.
Experience
- 4-6 years of experience in IT support or related technical roles.
- Experience leading teams or projects in a technical environment.
- Advanced knowledge of enterprise-level IT systems.
Tools and Equipment
- Advanced diagnostic tools and software (e.g., Wireshark, Sysinternals).
- IT management tools (e.g., ServiceNow, SolarWinds).
- Networking tools and monitoring systems.
- Remote troubleshooting and management software.
Other Requirements
- Ability to manage multiple projects and priorities simultaneously.
- Strong analytical and decision-making skills.
- Excellent written and verbal communication skills.