What are the responsibilities and job description for the Senior IT Helpdesk Technician position at Canvas?
Duties
Required Skills/Experience:
- Serves as a senior help desk technician, providing advanced troubleshooting and resolution for complex IT support tickets.
- Supports daily help desk operations, including ticket triage, workload balancing, and escalation management.
- Communicates IT issues, outages, and resolutions to users in a clear, timely, and professional manner.
- Provides hands-on support for hardware, software, network connectivity, user accounts, and system access across multiple environments.
- Coordinates with network, cybersecurity, and system administration teams to resolve cross-functional technical issues.
- Supports user onboarding and offboarding, including account provisioning, permissions, and equipment setup.
- Documents troubleshooting steps, resolutions, and procedures to enhance the help desk knowledge base.
- Monitors system performance and recurring issues; recommends improvements to enhance user experience and reliability.
- Provides support to VIP and senior leadership, ensuring responsive and high-quality service.
- Tracks IT service requests, incidents, and taskings; provides status updates as needed.
- Supports configuration, deployment, and maintenance of end-user devices and peripherals.
- Assists in maintaining compliance with DoD IT policies, cybersecurity requirements, and organizational procedures.
- Provides guidance and mentorship to junior technicians, as appropriate.
- Maintains awareness of IT system changes, updates, and maintenance activities to proactively support users.
Required Skills/Experience:
- Minimum of 10 years of experience in IT support, help desk operations, or enterprise technical troubleshooting.
- Demonstrated experience supporting DoD or Army IT environments, including classified and unclassified networks.
- Strong knowledge of Windows operating systems, Active Directory, user account management, and enterprise applications.
- Experience resolving complex technical issues involving hardware, software, network connectivity, and system access.
- Ability to communicate technical issues and solutions clearly to non-technical users and senior leaders.
- Strong customer service skills with the ability to support a diverse workforce in a high-tempo environment.
- Experience with ticketing systems such as Remedy, ServiceNow, or equivalent.
- Ability to prioritize and manage multiple concurrent tasks with minimal supervision.
- Proficiency in Microsoft Office Suite and common enterprise productivity tools.
- Must have a current driver’s license.
- Travel: 5–10%
- Must be a U.S. Citizen.
- Must have an active DoD Secret clearance upon hire and the ability to maintain it.
- Associate’s or Bachelor’s Degree in Information Technology, Computer Science, or related field.
- Equivalent experience may be considered in lieu of degree.
- DoD 8570/8140 certifications such as Security , Network , A , or equivalent.
- Experience supporting enterprise-level DoD help desk operations.
- Familiarity with ITIL processes and service management best practices.
- Experience with enterprise imaging, device deployment, and configuration tools.
- Experience supporting VIP users or senior leadership.
- Knowledge of enterprise cybersecurity requirements and user compliance practices
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