Senior Help Desk Specialist

Make a difference HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies. At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks. Job Description Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support. Utilize ticketing systems to answer user questions, solve desktop / laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution. Provide telephone and online remote software / computer troubleshooting support for local and offsite users to resolve network, computer, and software issues. Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics. Analyze and assess equipment and performance degradation, including determination of hardware, software, and / or other technical changes necessary. Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required. Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base. Provide daily and weekly status reports of ongoing efforts. Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies. Minimum Qualifications A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and / or enterprise applications. A minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applications. A minimum of three (3) years of experience supporting Lan, Switching, and Wireless Access Points (WAP) or related. A minimum of three (3) years of experience managing enterprise antivirus solutions. Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application and experience with Google Suite. Experience supporting desktop and laptop operating systems using Windows 11, Linux and MAC OS. Experience managing Multi-Function-Printers such as Lexmark / HP / Canon / Konica etc. Experience in network technologies such as LAN and WAN, network protocols such as TCP / IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers. Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully. Ability to learn new technical concepts quickly and stay abreast of current trends. Ability to lift and carry desktop equipment such as laptops, computers, and monitors. Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff. Preferred Qualifications A minimum of five (5) years of experience managing Active Directory Environment or Servers. Experience as a Service Desk Administrator of JIRA or other similar products. Experience with using ServiceNow IT Service Management suite or equivalent. Possess Dell Laptop and Desktop certification. Possess Dell Certified Systems Expert (DCSE) Certification. Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS / Apple systems in enterprise active directory environments. Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment. Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications. Possess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption Tools. Experience working with the Project Management Office (PMO) processes, policies, and procedures. Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier. For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability / fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law. #LI-Hybrid #LI- SL1