Senior Help Desk Technician

Job description

Senior Help Desk Technician Hachette Book Group seeks a Senior Help Desk Technician who delivers strong customer service, clear communication, technical depth, and consistent execution. This role provides advanced front line and deskside support across end user devices, software, mobile technology, collaboration tools, and conference room systems. The senior technician serves as the first level of escalation within the Help Desk team, helps keep ticket quality and service levels on track, and works on site five days a week to support employees and business operations. Core Responsibilities - Provide advanced first and second level support for incidents and service requests involving Windows and Mac computers, laptops, mobile devices, printers, docks, peripherals, operating systems, and standard business applications. - Serve as the first escalation point within the Help Desk team for complex tickets, stalled issues, repeat incidents, and high impact support needs. - Diagnose and resolve technical issues related to hardware, software, user accounts, file access, connectivity, printing, conference room technology, and collaboration platforms. - Coordinate troubleshooting efforts acro...