Sr. Help Desk Technician

In this onsite Massachusetts role, BRS needs a senior help desk technician to deliver advanced, end-user technical support at Tier 2 and Tier 3 levels. This position serves as the final escalation point for complex, time-sensitive incidents, including VIP and executive “white-glove” support, while also driving incident management, mentorship, and improvements to support processes.

What you will do

• Act as the primary escalation point for the most complex and time-sensitive user-reported incidents.
• Diagnose and resolve advanced hardware issues, operating system errors (such as registry or file system corruption), and complex software compatibility conflicts.
• Use advanced diagnostic tools and log analysis to perform root cause analysis on persistent and challenging problems.
• Lead technical resolution efforts during widespread incidents affecting many users, including faulty patch scenarios or major application outages.
• Provide on-the-job training, technical guidance, and mentorship to junior and journeyman help desk staff.
• When needed, serve as shift or team lead by managing ticket queues, assigning tasks, and ensuring SLAs are met.
• Review and approve knowledge base articles and technical documentation produced by other team members.
• Identify trends from incident reports to support problem management and recommend permanent fixes to reduce recurring issues.
• Develop and maintain SOPs, troubleshooting guides, and technical knowledge base resources for the support team.
• Coordinate with other IT teams (such as Server and Network) to test and provide feedback on new software, hardware, and system images before enterprise deployment.
• Deliver dedicated “white-glove” technical support for senior leadership and designated VIPs, ensuring rapid, effective responses to technical needs.

Required experience and qualifications

• Minimum 5 to 7 years of progressive, hands-on experience in an IT help desk or desktop support role.
• At least 2 years of experience in a senior or lead technician capacity, including responsibility for mentoring staff and handling escalated issues.
• Current CompTIA Security+ CE certification (or higher) to satisfy DoD 8140 requirements for IAT Level II.
• Must possess and maintain a SECRET security clearance.
• Expert-level knowledge of Microsoft Windows (Windows 10/11) and Microsoft Office 365.
• Advanced hardware troubleshooting skills, including the ability to diagnose complex system-level problems.
• Strong understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN to troubleshoot client-side network issues.
• Proficiency with Active Directory for user and computer object management.
• Experience leading and triaging incidents within an enterprise IT Service Management platform such as ServiceNow.
• Excellent leadership, communication, and customer service skills.

Technologies you will work with

• Microsoft Windows (Windows 10/11)
• Microsoft Office 365
• CompTIA Security+ CE
• Active Directory
• ServiceNow
• TCP/IP, DNS, DHCP, VPN

Compensation and benefits

Salary: USD 113,000 - 125,000 per year.

• Paid holidays
• Paid time off including sick and vacation leave
• Medical, dental and vision insurance
• Flexible spending accounts
• Short and long term disability
• Company paid life insurance
• 401(k) with a company match and discretionary profit sharing
• Tuition reimbursement

Certifications (desired)

• CompTIA Network+
• ITIL Foundation Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate