Senior Helpdesk Engineer / Senior Helpdesk Support Specialist

The Senior Helpdesk Support Specialist provides advanced technical support and mentorship within the IT Services team. With deep technical expertise and leadership abilities, this role resolves complex issues, enhances service delivery, and ensures alignment of support operations with business objectives. This individual contributes to strategic improvements and guides less experienced team members in delivering high-quality support.

Supervisory Responsibilities

• May mentor or support junior team members
• Supports leadership within assigned business areas
  
  

Duties/Responsibilities

• Provide advanced troubleshooting and resolution for technical issues
• Demonstrate leadership in assigned business areas
• Collaborate with global teams and provide timely communication
• Proactively suggest team and process improvements
• Participate in and organize team meetings and events
• Maintain communication regarding work progress and collaborate effectively
• Complete administrative tasks such as timesheets, training, and policy acknowledgements
• Support migration and integration projects within the O365 and Azure AD environment
  
  

Required Skills/Abilities

• Strong customer service and communication skills
• Advanced issue analysis and trend identification
• In-depth knowledge of ITIL practices
• Experience with Active Directory, Azure AD, and PowerShell scripting
• Knowledge of O365 services and compliance configurations
• Empathetic and collaborative work style with strong cross-functional engagement
  
  

Education and Experience

• Bachelor's degree in Computer Science or related field required
• 4–6+ years of relevant IT/helpdesk experience
• Proven ability in managing and resolving escalated technical issues
  
  

Travel Requirements

• Very minimal travel expected; may include office visits, team gatherings, or client workshops
  
  

Location Requirements

• Must have a reliable internet connection and access to a professional work environment
• May involve physical equipment handling such as AV gear, printers, and hardware assembly