Job Description
Join our award-winning IT team at InnovateTech Solutions and become the hero behind our seamless user experience! We're seeking a passionate Senior Help Desk Specialist to deliver exceptional technical support to our growing client base in Kansas City. You'll be the frontline expert resolving complex issues, optimizing systems, and ensuring our customers receive world-class service. Enjoy a modern work environment with cutting-edge tools, comprehensive benefits, and clear career growth paths. If you thrive in fast-paced environments and love solving puzzles, this is your next big break!
Responsibilities
- Diagnose and resolve Tier 2-3 technical issues across Windows/macOS systems, networking, and cloud applications
- Manage incident tickets using ServiceNow with 95% SLA adherence
- Deploy and configure hardware/software solutions including Microsoft 365 and Azure AD
- Develop and maintain comprehensive technical documentation and knowledge base articles
- Mentor junior support staff and conduct weekly training sessions
- Collaborate with network and security teams on proactive system monitoring
- Analyze support trends to implement process improvements
Qualifications
- 3+ years of enterprise-level help desk experience with ticketing systems
- CompTIA A+, Network+, and Security+ certifications required
- Expert knowledge of Active Directory, SCCM, and Intune management
- Experience with remote support tools (TeamViewer, Bomgar)
- Strong scripting abilities (PowerShell/Bash) for automation
- Excellent communication skills with ability to translate technical concepts
- CCNA or equivalent networking certification preferred
- Bachelor's degree in IT or related field