Senior Service Desk Support Specialist

Culturetech Solutions is a boutique services company with a people-first approach has partnered with Navigator Networks to present this opportunity to you. Our commitment to building lasting relationships, delivering consistent results, and employing sound management practices has made us a trusted partner for our valued clients. As seasoned tech professionals with an entrepreneurial spirit and a strong emphasis on teamwork, we pride ourselves on fostering collaboration both internally and externally. We view challenges and obstacles as opportunities to prove ourselves to our clients and exceed expectation every time. Our mission is to seamlessly integrate you into the organizational culture of our top clients, ensuring mutual success. Thank you for your interest in Culturetech Solutions—we look forward to the opportunity to work with you!

• Title: Senior Service Desk Support Specialist (Onsite)
• Duration: Long Term Contract
• Location: (Onsite - SSF)
• Start Date: Immediate

SUMMARY: The Senior Support Specialist provides advanced technical support for complex hardware, software, and network issues escalated from Tier 1 and Tier 2. This role performs deep troubleshooting, root cause analysis, and partners with infrastructure and application teams to restore service and prevent recurrence. The Tier 3 specialist also mentors junior staff and contributes to continuous improvement of IT support processes.

PRIMARY RESPONSIBILITIES:

• Serve as final escalation point for Tier 1 and Tier 2 incidents across multi-site enterprise environments
• Lead advanced troubleshooting for enterprise Windows Server environments (2016/2019/2022)
• Administer and optimize enterprise Active Directory (multi-domain/forest), Azure AD (Entra ID), and Group Policy architecture
• Manage enterprise-level Microsoft 365 tenant (Exchange Online, SharePoint Online, Teams, Intune)Support hybrid cloud infrastructure (on-prem Azure/AWS)
• Resolve the most complex incidents and service requests escalated from Tier 1 and Tier 2, ensuring timely and high-quality resolution.
• Perform root cause analysis on recurring issues, recommend and implement long-term corrective actions.
• Support and troubleshoot enterprise systems
• Act as an escalation point and subject matter expert for endpoint, application, and network-related issues.
• Collaborate with internal IT teams and third-party vendors to resolve advanced technical problems and coordinate changes.
• Document solutions, create knowledge base articles, and share best practices with the Service Desk team.

QUALIFICATIONS AND SKILLS:

• 7 years of progressive IT support experience, including prior Tier 2 responsibilities.
• Strong knowledge of Windows 10/11, macOS, Office 365, Intune/MDM, networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Advanced knowledge of:
• Active Directory (multi-domain/forest)
• Azure AD (Entra ID), OKTA, MFA
• Microsoft 365 enterprise tenant management
• Windows Server administration
• Enterprise networking fundamentals
• Experience in hybrid cloud environments (Azure and/or AWS)
• Strong scripting experience (PowerShell)
• Experience with enterprise ITSM platforms (ServiceNow preferred)
• Experience supporting enterprise ticketing systems and working in an ITIL-oriented environment.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong customer service and communication skills, both verbal and written.

Preferred Certifications

• Microsoft 365 Enterprise Administrator (MS-102)
• CompTIA Security or higher
• ITIL Foundation or higher

EXPERIENCE & TRAINING: Bachelor’s degree in computer science, information systems, or related field; or equivalent combination of education and experience. Relevant certifications preferred (e.g., CompTIA Server , Network , Microsoft, ITIL Foundation).

Benefits:

• Medical, Dental, Vision Plans Offered
• PTO, Sick
• Plus Healthcare Stipend
• 401k
• Company sponsored LTD/STD, Life Insurance

Thank you for your interest in this opportunity. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.