Senior IT Help Desk Specialist - Hybrid

Job description

IT Senior Help Desk Specialist Position Overview : This role is responsible for providing timely, high-quality support to end users by resolving hardware, software and access-related issues in a fast-paced, service-driven environment. This position acts as an escalation point for complex issues, and goes beyond traditional help desk responsibilities, contributing to system administration, automation, security and operational stability across corporate and branch locations. Ideal candidates bring a strong service-oriented mindset, exceptional problem-solving skills, and advanced technical expertise across a wide range of environments. Essential Functions of the Role : - Serve as Tier 1 and 2/3 escalation point from Help Desk Specialists for complex end-user issues - Troubleshoot advanced issues involving operating systems, applications and network-related issues - Manage user accounts, permissions, group policies and access controls - Manage endpoint deployments, configurations and updates - Support endpoint management (desktops, laptops, mobile devices) - Ensure timely resolution of tickets in alignment with SLAs - Maintain documentation for systems, processes and procedures - Ment...