Senior Staff IT Help Desk

Role and Responsibilities:Own and resolve all technical escalations within the IT team that are unable to be solved by less experienced team membersConduct in-depth root case analysis for major incidents and outagesIdentify gaps in processes and procedures as part of the RCA process and implement solutions to close those gapsCollaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systemsProvide insights from a user support perspective during the planning and implementation of IT projectsEvaluate new technologies and solutions that align with IT goals and directivesProvide leadership within the IT Support team, guiding and mentoring junior staff membersStay current with industry trends, emerging technologies, and best practices in IT SupportPursue relevant certifications and training to maintain a high level of expertiseJob Requirement:12+ years of experience in an IT-related role or fieldBachelors degree in Computer Science, Information Technology, or related field or equivalent work experienceAbility to quickly and accurately resolve advanced, complex issues while maintaining composure and focusAbility to lead large cross-functional projects with various stakeholders across the organizationAbility to identify and implement process improvements independentlyMaintain ownership and skills in all IT core business areasTeamwork skills with a problem-solving attitude and willing to take a variety of approachesExcellent analytical and time management skills, with a proven ability to deliver value independentlyAbility to demonstrate clear & confident communication skills both written and verbalAbility to handle multiple requests / projects simultaneously and prioritizeAbility to deal with problems and technical issues in a friendly, calm and reassuring manner for customersProvide onsite Support to office technologyProficient in both Intune (autopilot endpoint deployment) and JamfGoogle Workspace administrationSkilled in asset management systems such as Asset PandaExcellent troubleshooting skills for both MacOS and Windows 11Preferred:Proficiency in Palo Alto firewall is strongly preferredProject management certificationsGoogle Workspace administration certificationsApplication / system integration experienceKnowledgeable in Slack administration ATS