Helpdesk Specialist

Job Summary

We are seeking a highly skilled and experienced technical support professional to serve as a senior-level resource within our technology services team. In this role, you will provide Level 2 helpdesk support by resolving complex hardware, software, and network issues, escalating advanced cases to Level 3 as needed. You will act as a subject matter expert and point-of-contact for desktop and laptop deployment, troubleshooting, and repair — including dedicated support for executive-level stakeholders. Beyond hands-on technical work, you will lead data-driven analysis to identify trends, drive process improvements, and deliver actionable insights that align technology capabilities with business objectives. You will also mentor and coach fellow technicians, coordinate special projects, and ensure that documentation, communications, and system changes are managed effectively across the organization.

Responsibilities

• Provide Level 3 helpdesk support for complex installation, operation, and troubleshooting issues.

• Serve as the primary point-of-contact for technology service requests, including deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software

• Deliver dedicated technical support to VP-level and executive stakeholders

• Mentor, coach, and guide technicians to ensure they have the knowledge and processes needed to fulfill their responsibilities effectively

• Prioritize and lead resolution of complex technical issues across the support team

• Anticipate, develop, and coordinate special projects in collaboration with operations leadership

• Identify and implement operational improvements, track outcomes, and document and communicate tangible results

• Stay current on emerging technologies and develop creative solutions to meet evolving user needs

• Assess, enhance, and upgrade technical systems, working with system owners to address performance issues and ensure changes are communicated effectively

• Maintain comprehensive process documentation for all supported applications, including customer interactions and vendor-led support engagements

• Manage and exceed user expectations by expediting escalations and resolving issues requiring advanced technical or customer service expertise

• Lead analysis in the research, extraction, and interpretation of data to identify trends and areas for improvement

• Proactively develop hypotheses and analyze historical information to support data-driven decision-making within business units

• Maintain, develop, and support personal computers, servers, local and wide area networks, software, and data communications technologies

Skills

• Expert knowledge of current PC technology, operating systems, applications, and devices

• Proficiency in Windows administration and Microsoft Office suite

• Strong understanding of wired and wireless networking concepts and infrastructure

• Advanced hardware and software diagnostics, troubleshooting, and repair capabilities

• Excellent customer service and communication skills with the ability to interface confidently with all levels of the organization

• Strong analytical and problem-solving skills with the ability to interpret data and translate findings into actionable recommendations

• Ability to mentor and lead technical staff in a fast-paced, high-pressure environment

• Effective time management with the ability to handle multiple priorities simultaneously

• Familiarity with enterprise applications and IT infrastructure to drive efficiency and consistency

• Strong documentation skills for processes, system changes, and support procedures

Experience

• Minimum 7 years of experience in PC hardware and software diagnostics, troubleshooting, and repair

• Demonstrated experience providing tiered helpdesk or desktop support in an enterprise environment

• Experience supporting executive or VP-level users preferred

• Prior experience mentoring or leading technical support teams is strongly preferred

Qualifications

• Associate degree in an IT-related field preferred, or equivalent professional experience

• Industry certifications such as CompTIA A , Network , or Microsoft certifications are preferred

This is a unique opportunity to take on a high-impact, multifaceted role that blends hands-on technical expertise with leadership, strategic analysis, and cross-functional collaboration. You will have the chance to shape the direction of technology support services, influence operational improvements, and make a meaningful difference for both end users and the broader organization — all within a dynamic environment that values innovation, continuous learning, and professional growth.