Senior Help Desk Engineer

The Senior IT Support Engineer provides advanced technical support within an IT service desk environment, supports cybersecurity and compliance initiatives, and helps reduce the backlog of aged support tickets. This role plays a key part in maintaining regulatory compliance, meeting internal cybersecurity standards, and improving overall IT service delivery.

Help Desk Operations

• Act as an escalation point for complex support issues involving networks, endpoints, and access management
• Troubleshoot and resolve advanced technical problems across multiple systems
• Drive reduction of aged tickets and improve service‑level agreement (SLA) performance

Cybersecurity & Compliance

• Implement and support technical security controls aligned with regulatory and internal compliance frameworks
• Assist with vulnerability remediation, patching, and configuration management
• Support audit readiness by gathering evidence and helping close plans of action and milestones (POA&M)

Documentation & Reporting

• Maintain and update security and system documentation, including system plans, change logs, and compliance artifacts
• Ensure documentation accuracy to support audits and internal reporting requirements
  
  

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• Experience:
  • 3 years of experience in IT support or help desk roles
  • Exposure to networking and security‑related tasks
  • Familiarity with regulatory security frameworks (e.g., NIST‑based standards) and corporate security policies
• Technical Skills:
  • Strong troubleshooting skills across Windows environments, networking, and endpoint security
  • Experience with vulnerability management and patching processes
• Soft Skills:
  • Strong communication and documentation abilities
  • Effective problem‑solving and prioritization skills
• Work Authorization:
  • Must be authorized to work in the United States
  • Must be eligible for any required U.S. government authorizations
    
    

• Experience with security monitoring or risk management tools (e.g., endpoint detection, third‑party risk platforms)
• Exposure to regulated industries or compliance‑driven environments
• Relevant industry certifications (e.g., Network , Security , or equivalent)