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  • ID
    #49594411
  • Job type
    Permanent
  • Salary
    $65,000 - $75,000
  • Source
    Jones Grove IT Recruiting
  • Date
    2023-03-30
  • Deadline
    2023-05-29
 
Permanent

Vacancy expired!

Senior Help Desk Specialist

Full Time Position

Charlotte, NC - On Site Position

In this role you will support a local well known privately held company in Charlotte.

Understanding of O365/M365, Windows 10/11, MACOS are all key technical skills in this position

Working with users, People Skills, Helpdesk Ticket/Case Management, and documentation are very important.

The Senior Help Desk Specialist will provide technical support to end-users via phone, email, and in-person to troubleshoot and resolve complex hardware and software issues.

Key Responsibilities:
  • Provide technical support to end-users via phone, email, and in person to troubleshoot and resolve complex hardware and software issues.
  • Demonstrated expertise in Microsoft Windows and Microsoft Office Suite, including advanced troubleshooting and problem-solving skills.
  • Proficiency in utilizing a ticket or case management system to manage and prioritize help desk tickets and ensure timely resolution of technical issues.
  • Manage and prioritize help desk tickets and ensure timely resolution of all technical issues.
  • Lead and mentor a team of help desk professionals to provide high-quality technical support services.
  • Develop and maintain IT policies and procedures and ensure adherence to them.
  • Collaborate with other IT professionals to implement new technologies and improve existing systems and infrastructure.
  • Perform regular maintenance and updates of software and hardware systems.
  • Manage software licenses and ensure compliance with licensing agreements.
  • Keep up-to-date with new technologies and industry trends and make recommendations for improvements to the organization's IT infrastructure and operations.
  • Participate in on-call rotation for after-hours support.

Qualifications:
  • 5+ years of experience in a help desk or technical support role.
  • Strong technical knowledge of Microsoft Windows and Office Suite, network infrastructure, and common business applications.
  • Experience with virtualization technologies, cloud computing, and mobile devices.
  • Strong customer service and communication skills with the ability to explain technical issues to non-technical users.
  • Proven leadership skills with the ability to lead and mentor a team of technical support professionals.
  • Knowledge of ITIL or other IT service management frameworks is a plus.
  • Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

About Jones Grove

Jones Grove brings over 25 years of dedicated Information Technology recruiting to the marketplace and that has led us to place virtually every function within an IT organization.

Located in Charlotte, NC, Jones Grove partners with companies ranging from startups to Fortune 100’s.

Our clients are in top performing industries, including global manufacturing, consumer products, non-profit, retail, financial services and technology firms.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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