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Now viewing: Senior IT Help Desk Support Technician
RH
Robert Half
Senior IT Help Desk Support Technician
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Job Description
The Senior IT Help Desk Support Technician serves as the first point of contact for employees requiring technical assistance. This role is responsible for providing timely Tier 2 support, along with select Tier 3 support responsibilities, by troubleshooting hardware, software, network, and user-related issues while delivering excellent customer service. The technician documents and tracks requests through the help desk ticketing system, resolves issues whenever possible, and escalates more complex problems as needed. This position reports to the Help Desk Supervisor and receives moderate supervision with ongoing training and development opportunities. Essential Duties and ResponsibilitiesServe as the first point of contact for Tier 2 IT support requests, while assisting with Tier 3 technical issues as needed.
Prioritize, document, and manage support tickets according to urgency and business impact.
Provide technical support for computer hardware, software, printers, mobile devices, and peripheral equipment.
Respond to support requests in person, by phone, email, or through the ticketing system.
Install, configure, troubleshoot, repair, and upgrade desktop and laptop computers, operating systems, and software applications.
Diagnose and resolve hardware, software, network, and connectivity issues, escalating more complex problems when appropriate.
Configure and install computer peripherals, including monitors, printers, scanners, and other devices.
Perform routine computer maintenance, including operating system updates, malware and virus removal, system cleanup, and performance optimization.
Assist with user account setup, password resets, and access-related issues.
Maintain accurate documentation of all work performed, including ticket updates, resolutions, and daily activity logs.
Develop and maintain user documentation, training materials, and knowledge base articles.
Provide basic computer training and guidance to employees on software applications and IT best practices.
Monitor recurring technical issues and communicate trends or recommendations for long-term improvements.
Follow up with users to verify issues have been fully resolved and ensure a positive support experience.
Assist with office technology projects, equipment deployments, inventory management, and other IT-related initiatives.
Perform general administrative and office tasks as assigned.
Complete other duties and special projects as assigned.
Prioritize, document, and manage support tickets according to urgency and business impact.
Provide technical support for computer hardware, software, printers, mobile devices, and peripheral equipment.
Respond to support requests in person, by phone, email, or through the ticketing system.
Install, configure, troubleshoot, repair, and upgrade desktop and laptop computers, operating systems, and software applications.
Diagnose and resolve hardware, software, network, and connectivity issues, escalating more complex problems when appropriate.
Configure and install computer peripherals, including monitors, printers, scanners, and other devices.
Perform routine computer maintenance, including operating system updates, malware and virus removal, system cleanup, and performance optimization.
Assist with user account setup, password resets, and access-related issues.
Maintain accurate documentation of all work performed, including ticket updates, resolutions, and daily activity logs.
Develop and maintain user documentation, training materials, and knowledge base articles.
Provide basic computer training and guidance to employees on software applications and IT best practices.
Monitor recurring technical issues and communicate trends or recommendations for long-term improvements.
Follow up with users to verify issues have been fully resolved and ensure a positive support experience.
Assist with office technology projects, equipment deployments, inventory management, and other IT-related initiatives.
Perform general administrative and office tasks as assigned.
Complete other duties and special projects as assigned.
Benefits
- Dental Insurance