Senior IT Helpdesk Specialist
Application Support
Azure Active Directory
Computer Skills
Customer Service
Customer Support
Freshdesk
Help Desk
Incident Management
Information Technology (IT)
IT Services
ITSM
Mac
Mdm
Microsoft 365
Microsoft Intune
Microsoft Teams
Mobile Device Management
Office 365
Phone Support
Technical Support
Zendesk
Job Description
A Senior IT Helpdesk Specialist is needed in Milford, CT to provide frontline IT support for leadership and staff, with a focus on onboarding, documentation, and security-related initiatives. This full-time, on-site role typically operates from Milford, with occasional travel to support IT setup for new offices or client locations and to assist with technology rollouts.
Responsibilities
- Serve as the primary contact for IT support requests via phone, email, or a ticketing system.
- Troubleshoot and resolve hardware, software, and connectivity issues for remote and onsite users.
- Provide high-priority, professional support to leadership and executives to minimize downtime.
- Escalate complex technical issues to senior IT management or external vendors when appropriate.
- Administer and support Microsoft 365, Teams, and user account administration.
- Lead new employee onboarding, including account creation, device provisioning, and access management.
- Develop and refine onboarding documentation and checklists to streamline the process.
- Expand experience and skills in Microsoft Entra (Azure AD), Intune, and mobile device management (MDM) systems.
- Create and maintain IT documentation, internal knowledge bases, and standard operating procedures.
- Identify recurring issues and implement long-term solutions to improve system reliability.
- Suggest and collaborate on ideas for new tools, systems, and workflow improvements.
- Perform regular system updates, monitoring, and backups.
- Manage user access controls and maintain compliance with IT policies.
- Bonus: contribute to cybersecurity and endpoint protection initiatives.
- Support IT setup and system configuration for new office or client locations with occasional travel.
- Assist in technology rollouts and adoption of new solutions.
Requirements
- Minimum of three years of IT support or helpdesk experience.
- Strong working knowledge of Microsoft 365, Windows OS, and core networking concepts.
- Excellent troubleshooting and communication skills, including experience supporting leadership and executive users.
- Solid documentation and process-improvement capabilities.
- Ability to collaborate effectively in a remote, fast-paced environment.
Technologies
- Microsoft 365
- Teams
- Microsoft Entra (Azure AD)
- Intune
- MDM
- Zendesk
- Jira
- Freshdesk
- macOS
- SharePoint
- Windows OS
Benefits
- Comprehensive Health, Dental, & Vision
- Paid Time Off
- Sick time
- Holidays
- Life Insurance
- 401k Contributions
- Charity Matching
Hours & Compensation
- Commitment: Full-time, on-site in Milford, CT, with occasional travel as required
- Compensation: USD 65,000 - 75,000 per year
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