Senior Helpdesk Agent - IT Operations Engineering & Support

The primary duties and responsibilities of this role are: Serve as the escalation point for complex technical issues unresolved by Tier 1 support Provide advanced troubleshooting for hardware, software, and network-related problems Monitor and manage help desk ticket queues to ensure timely resolution and SLA compliance Document solutions and contribute to the knowledge base for recurring issues Train, mentor, and support junior help desk agents Collaborate with IT teams to implement system updates, patches, and improvements Analyze support trends and recommend process improvements Ensure compliance with IT policies, procedures, and security standards The ideal candidate for this position will have the following experience and qualifications: Associate or bachelor s degree in information technology, Computer Science, or related field (or equivalent experience) 3 5 years of experience in IT support or help desk roles Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, and remote support tools Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow) Excellent problem-solving, communication, and interpersonal skills Ability to manage multiple priorities in a fast-paced environment Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are a plus