IT Senior Helpdesk Specialist

Job Description:

IT Senior Helpdesk Specialist Location:

Harrisburg, PA (with monthly/quarterly travel to Laurel, NJ)

Role Summary:

Primary point of contact for Tier 1/2 support and Windows Server environments. The initial phase focuses heavily on hardware inventory testing and workspace reorganization.

Key Responsibilities Ticketing & Documentation:

Manage and resolve incidents within a ticketing system, such as Service Desk or FreshService.

End-User Support:

Resolve Tier 1/2 issues for Windows 11, hardware, and enterprise software.

System Management:

Manage deployments (MDT), asset tracking (Pulseway RMM), and OS troubleshooting.

Infrastructure & Security:

Manage Active Directory, RSA MFA, Exchange Online, and Barracuda security training.

Server Ops:

Perform basic Windows Server administration and monitor system logs.

Initial Project:

Lead the "heavy lift" of testing, sorting, and cataloging a large volume of IT hardware and reorganizing storage areas.

Lifecycle Ops:

Handle full onboarding/offboarding, including immediate access revocation. Vendor /

MSP Escalation:

Open and escalate support tickets with third-party vendors/MSP as needed to resolve technical issues.

Qualifications & Requirements Experience:

2+ years of professional IT support.

Technical Skills:

Active Directory, Windows 11, and basic Windows Server.

Physical Ability:

Must be able to move IT equipment and perform physical lab organization.

Pluses:

PowerShell scripting, SSL/Web security, Virtualization (VMware/Hyper-V), or CompTIA/Microsoft certifications.

Technical Profile Tools:

Pulseway RMM, MDT, Barracuda, RSA SecurID.

Platforms:

Microsoft 365, Exchange Online, Windows Server.

Hardware:

Dell Laptops, VoIP (Prontoconnects), UPS systems, and Thermal/Network printers. Success Metrics (KPIs) 90-

Day Goal:

Complete hardware cataloging, deployment and testing.

Efficiency:

Maintain low Mean Time to Resolution (MTTR) with high satisfaction.

Compliance:

Precise NTFS permission management and prompt offboarding.

Job Type:

Full-time 40 hours

Salary:

Position starting at $51,000.00, based on experience.

Work Location:

In person - Harrisburg office

Pay:

$51,000.00 - $64,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Education:

Associate (Preferred)

Experience:

Helpdesk ticketing system. : 2 years (Required) IT support: 2 years (Required) Windows 11 in an enterprise environment: 2 years (Required)

Active Directory:

2 years (Required) MDT(Microsoft Deployment Toolkit) or similar for imaging: 2 years (Required) RMM tools (such as Pulseway or Intune): 2 years (Required)

Lifecycle Operations:

2 years (Preferred)

Location:

Harrisburg, PA 17111 (Preferred) Shift availability: Day Shift (Required) Ability to

Commute:

Harrisburg, PA 17111 (Required)

Work Location:

In person