Position Summary

The Senior Help Desk Administrator provides advanced technical support for end users, systems, applications, and infrastructure. This role serves as the escalation point for complex support issues, mentors junior support staff, and helps improve IT service delivery through documentation, root-cause analysis, and process improvement. The Senior Help Desk Administrator combines strong technical troubleshooting skills with excellent customer service and sound judgment when handling access, security, and business-critical support needs.

Key Responsibilities

Technical Support

• Provide Tier 2 and Tier 3 support for hardware, software, network, and cloud-based systems.
• Troubleshoot and resolve complex desktop, laptop, mobile device, printer, and application issues.
• Manage user accounts, permissions, and access controls in Active Directory, Microsoft 365, and related systems.
• Support Windows operating systems, productivity applications, and enterprise software.
• Exercises independent discretion and judgment to diagnose and resolve connectivity, VPN, and network-related issues.
• Manage all components of asset management and inventory tracking, including hardware assignment, lifecycle management, audits, and maintaining accurate asset records.
• Provide ERP and Salesforce support, including troubleshooting, user assistance, access management, issue resolution, and coordination with internal teams to maintain business operations.
• Leverage AI tools to improve Help Desk efficiency, including troubleshooting, knowledge management, documentation, ticket analysis, and user support.

Service Desk Operations

• Lead service desk operations to drive continuous improvement and reduce service level agreements (SLAs) for internal customers.
• Evaluate and recommend technology solutions when applicable.
• Monitor and manage support tickets to ensure compliance with current SLAs.
• Escalate issues to infrastructure, security, application, or vendor support teams when required.
• Maintain accurate documentation of incidents, solutions, and support procedures.
• Analyze recurring issues and implement preventative measures.
• Identify opportunities to automate repetitive Help Desk tasks and workflows using AI and other automation technologies.

Leadership and Mentoring

• Serve as a technical resource and escalation point for Help Desk technicians.
• Provide coaching, training, and knowledge sharing to support staff.
• Assist with associate onboarding, offboarding, and technical training, including account setup, equipment provisioning, access management, and end-user support.
• Develop trainings of new applications and hardware as it is launched.
• Contribute to standards, policies, and best practices for IT support.

Systems Administration

• Assist with endpoint management, software deployment, patching, and asset management.
• Support endpoint security tools, antivirus solutions, and compliance requirements.
• Participate in system upgrades, technology rollouts, and infrastructure projects.
• Maintain and update technical documentation and knowledge bases.
• Assist with the coordinating enterprise deployments.

Customer Service

• Deliver exceptional customer service and maintain strong relationships with business users.
• Communicate technical issues and solutions in non-technical terms.
• Ensure timely follow-up and resolution of support requests.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5 years of experience in Help Desk, Desktop Support, or Technical Support roles.
• Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, and networking technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

Experience with:

• Microsoft Intune
• Azure/Entra ID
• Epicor ERP and Salesforce platforms
• Power BI or similar Analytic platforms
• VMware or Hyper-V
• Microsoft Azure or AWS Cloud platforms
• Endpoint security platforms
• Remote management tools such as NinjaOne, RMM platforms, or similar
• ITSM platforms such as ServiceNow or Freshservice

Preferred certifications:

• CompTIA A
• CompTIA Network
• CompTIA Security
• Microsoft certifications
• ITIL Foundation

Typical Success Metrics

• First-call resolution rate
• Ticket resolution time
• SLA compliance
• Customer satisfaction scores
• Knowledge base contributions
• Reduction of recurring incidents

Work Environment and Expectations

This position will support associates across office, remote, production, and manufacturing floor environments. The role requires sound judgment, discretion when handling access and security matters, effective prioritization, and occasional participation in after-hours maintenance or incident response as business needs require.