Senior Associate, Help Desk

What you'll do

• Provide advanced Level I and II technical support for desktop, software, printer, and network issues.
• Manage virtual desktops and laptops by deploying updates and troubleshooting connection problems.
• Resolve complex technical issues escalated by junior staff members.
• Document help desk calls and manage service requests within established SLA guidelines.
• Perform root-cause analysis on ticket trends to identify and prevent recurring technical problems.
• Maintain and update detailed procedures for hardware and software tasks in the knowledge base.
• Participate in special projects including application testing and new system implementations.
• Create training materials, job aids, and "how-to" guides for internal use.

What we're looking for

• Bachelor's degree in Computer Science, MIS, or a related field, or an equivalent combination of education and 3-5 years of work experience.
• Proficiency in diagnosing and resolving common Windows 11 and macOS operating system issues.
• Ability to perform standard user management tasks in Active Directory and Entra ID environments.
• Understanding of networking basics including TCP/IP, DNS, DHCP, VPN, and command-line tools like ping, ipconfig, and tracert.
• Experience troubleshooting Microsoft 365 suite (Outlook, Teams, OneDrive) and managing mobile devices (iOS and Android).
• Knowledge of virtualization fundamentals, including Omnissa Horizon, RDP, Blast, and Azure Virtual Desktop (preferred).
• Proficiency in Jamf Pro or similar MDM for managing Mac fleets (preferred).
• Experience with PowerShell or other scripting languages (preferred).