Windows 10/11 Support Jobs

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Today

Sr. Help Desk Technician

BRS Massachusetts

Massachusetts

Today

$113k - $125k/yr Full time Senior Active Directory Dhcp

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Job Description

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

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