Senior IT Support Specialist (Service Desk)

Our client, a leading provider of technology solutions focused on smart infrastructure, utility management, and connected device ecosystems, is seeking a Senior IT Support Service Desk professional to join their team in Altoona, PA. This role supports end users across core enterprise systems and infrastructure while serving as an escalation point for service desk operations.

Key Responsibilities

• Provide technical support across Microsoft environments (Active Directory, Entra ID, Microsoft 365, Intune).
• Troubleshoot advanced issues across identity management, endpoint security, network connectivity, and applications while adhering to SLAs and escalation procedures.
• Support and troubleshoot user access, devices, applications, and connectivity, including endpoint devices such as laptops, desktops, mobile devices, and peripherals.
• Perform LAN/WAN support and troubleshooting (connectivity, switching, wireless, cabling/port terminations); partner with network teams to resolve infrastructure issues.
• Install, configure, and support printers, VOIP phones, and related hardware, including setup, diagnostics, and replacement.
• Assist with device provisioning, setup, and deployment for new and existing employees.
• Support backup and recovery processes and assist with data restoration when required.
• Utilize a ticketing system to track and manage issues and document resolutions, processes, and troubleshooting steps to improve team knowledge base.
• Communicate effectively with end users and stakeholders, ensuring a high level of customer service.
• Participate in on-call support or after-hours coverage for critical issues when needed.

Required Skills/Qualifications:

• 5 years of experience supporting enterprise IT environments and service desk / help desk operations
• Strong troubleshooting skills across hardware, software, user access, and connectivity issues.
• Hands-on experience with Microsoft ecosystem tools (Microsoft 365, Active Directory, Entra ID (Azure AD), Intune).
• Experience supporting endpoint devices, including laptops, desktops, mobile devices, and peripherals.
• Working knowledge of LAN/WAN networking concepts, endpoint security tools, and identity/access management best practices.
• Experience using a ticketing system to manage incidents and track resolutions.
• Ability to handle escalations, prioritize effectively, and work independently in a fast-paced environment.
• Strong communication skills with the ability to support and interact with both technical and non-technical users.
• Experience supporting AWS WorkSpaces or other virtual desktop infrastructure (VDI) environments preferred.