Help Desk / Desktop Support Specialist

Job description

The Help Desk/ Desktop Support Specialist serves as an advanced Tier 2 technical resource within LERETA’s IT Support organization. This role functions as a senior escalation point, providing expert-level troubleshooting and resolution of complex technical issues while ensuring minimal disruption to business operations. This position plays a critical role in maintaining system stability, data security, and operational continuity across the enterprise. The Senior IT Support Specialist works independently, exercises sound technical judgment, collaborates cross-functionally, and supports infrastructure initiatives that align with LERETA’s commitment to reliability, compliance, and service excellence. Key Responsibilities: Advanced Tier 2 & Escalation Ownership - Serves as primary escalation point for complex Tier 2 incidents. - Lead troubleshooting efforts for multi-system issues impacting business operations - Performs root cause analysis and implement long-term corrective actions - Manages high-priority and high-visibility incidents with urgency and accountability - Identifies trends and recommends preventative solutions to reduce ticket volume Systems Administration & Infrastructure...