Senior Help Desk Specialist

5 days ago


Leesburg, Florida, United States Alliance Defending Freedom Full time
Job Description

We are seeking a highly skilled Senior Help Desk Specialist to join our IT Team at Alliance Defending Freedom. As a key member of our team, you will be responsible for investigating, diagnosing, and resolving advanced technical support issues for the ministry.

Key Responsibilities:
  • Perform local and remote support for onsite personnel using remote control tools.
  • Rely on experience and judgment to identify, research, and resolve technical issues.
  • Document, track, and monitor issues to ensure timely resolution.
  • Coordinate with team leads, IT personnel, and vendors to address issues related to existing IT systems and implementations of new IT technologies.
  • Triage trouble tickets and assign to the appropriate IT support level.
  • Assist team members with technical difficulties and work to resolve them.
  • Perform diagnostic testing and analyze test results to resolve issues.
  • Determine the root cause of problems and identify workarounds or permanent fixes.
  • Ensure workarounds and permanent fixes are documented and communicated to junior-level team members.
  • Proactively monitor the infrastructure for possible issues and take necessary action to prevent an outage.
  • Serve as Subject Matter Expert (SME) for IT desktop support.
  • Collaborate with IT development staff to recreate issues in the test environment.
  • Ensure effective and prompt communication throughout the process of all support cases being worked on.
  • Actively contribute to ongoing process improvements.
  • Work directly with technology vendors to ensure all hardware and software systems are running correctly.
  • Maintain IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
  • Administer, update, and troubleshoot corporate telephony system.
  • Assist in the maintenance of server and network systems as needed.
Requirements:
  • Demonstrated proficiency in excellent interpersonal skills, troubleshooting and problem-solving skills, and ability to multitask effectively.
  • Proven ability to communicate effectively with end users in non-technical terms and assist and/or coach junior-level team members with advanced technical issues.
  • Ability to work responsibly with or without direct supervision and travel as needed.
  • 5+ years' experience with desktop and systems support or Bachelor's degree in a related field.
  • Thorough working knowledge of Microsoft Office 365, Apple Computer Support and troubleshooting.

We offer a competitive compensation and benefits package, including major medical insurance, dental care, medical and dependent care reimbursement, paid disability, long-term care insurance, and life insurance. We also offer a 401(k) plan with a generous company match. Work and life balance is important to the well-being of our team members, and you will receive paid time off (PTO) that starts accruing from your hire date and 11 paid holidays per year.



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