Senior Help Desk Technician

Responsibilities

• Serve as the first point of contact for technical issues and user questions about software, hardware, and networks.
• Accurately diagnose and resolve technical problems.
• Escalate issues to the appropriate resources when needed.
• Document requests thoroughly in the ticketing system and track incidents through resolution or escalation.
• Prioritize work and exercise good judgment while juggling multiple tasks.
• Provide on site and remote operational technical support for company managed equipment.
• Manage ongoing maintenance and deployment of new hardware and software for the device lifecycle.
• Monitor and update service requests and incidents within the ITSM tool.
• Offer on site installation and configuration of PCs, smart devices, telephony, and network solutions.
• Serve as an escalation point to the Tier 1 group for application or hardware inquiries related to Microsoft Office and Windows OS.
• Imaging of desktops and laptops; familiarity with System Center Configuration Manager (SCCM) and Azure Intune is a plus.
• Set up, configure, and troubleshoot video conferences for internal and external meetings.
• Prepare workstations, including laptop and desktop setup.
• Interface with hardware vendors to facilitate repair and installation.
• Identify opportunities to improve efficiency and effectiveness in issue resolution.
• Manage small projects as needed and communicate progress with IT Managers and Network/Server Engineers.

Requirements

• Proficiency with current Windows operating systems.
• Experience with Active Directory and Azure Active Directory, M365 Multifactor Authentication, and BitLocker.
• Experience administering and troubleshooting M365 cloud applications including Exchange Online, OneDrive, Teams, and SharePoint.
• Experience with PowerShell scripting.
• Knowledge of PC hardware and peripherals, with end user desktop support, mobile device support, email support, and phone support experience.
• Strong critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and process monitoring.
• Excellent oral and written communication, problem sensitivity, and both deductive and inductive reasoning.
• Strong information organization skills with attention to detail and prioritization ability.

Technologies

• System Center Configuration Manager (SCCM)
• Azure Intune
• Windows OS
• Active Directory and Azure Active Directory
• Microsoft 365 (M365) including Exchange Online, OneDrive, Teams, SharePoint
• PowerShell
• Microsoft Office
• IT Service Management (ITSM) tools

Education & Experience

• Bachelor’s degree in Management Information Systems, Computer Science, or related field plus four years of related experience preferred; degree may be substituted for experience on a year-for-year basis.
• Four or more years of experience in a technical support or helpdesk role.

Certification Requirements

• A+ or Network+ certificate required.

Physical Demands

• Ability to sit or stand for extended periods at a workstation.
• Ability to lift objects up to 50 pounds.
• Prolonged use of video display terminals.
• Color identification abilities.
• Frequent travel from the primary place of work may be required.
• Ability to meet quick turnaround deadlines.
• Reach and relocate items above shoulder height.

Security Clearance Requirements

There are currently no security clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US citizenship is required. Bowhead reserves the right to adjust this requirement if necessary for business or contractual reasons.