Senior Staff IT Help Desk

Role and Responsibilities:

Own and resolve all technical escalations within the IT team that are unable to be solved by less experienced team members

• Conduct in-depth root case analysis for major incidents and outages
• Identify gaps in processes and procedures as part of the RCA process and implement solutions to close those gaps
• Collaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systems
• Provide insights from a user support perspective during the planning and implementation of IT projects
• Evaluate new technologies and solutions that align with IT goals and directives
• Provide leadership within the IT Support team, guiding and mentoring junior staff members
• Stay current with industry trends, emerging technologies, and best practices in IT Support
• Pursue relevant certifications and training to maintain a high level of expertise

Job Requirement:

• 12+ years of experience in an IT-related role or field
• Bachelors degree in Computer Science, Information Technology, or related field or equivalent work experience
• Ability to quickly and accurately resolve advanced, complex issues while maintaining composure and focus
• Ability to lead large cross-functional projects with various stakeholders across the organization
• Ability to identify and implement process improvements independently
• Maintain ownership and skills in all IT core business areas
• Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
• Excellent analytical and time management skills, with a proven ability to deliver value independently
• Ability to demonstrate clear & confident communication skills both written and verbal
• Ability to handle multiple requests / projects simultaneously and prioritize
• Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customers
• Provide onsite Support to office technology
• Proficient in both Intune (autopilot endpoint deployment) and Jamf
• Google Workspace administration
• Skilled in asset management systems such as Asset Panda
• Excellent troubleshooting skills for both MacOS and Windows 11

Preferred:

• Proficiency in Palo Alto firewall is strongly preferred
• Project management certifications
• Google Workspace administration certifications
• Application / system integration experience
• Knowledgeable in Slack administration