What are the responsibilities and job description for the Senior Help Desk Technician position at Spectrum Comm Inc?
Position Overview
The Senior Help Desk Technician serves as the primary point of contact for advanced technical support at a secure government facility in Jacksonville, Florida. This role provides Tier 2-3 troubleshooting, supervises day-to-day help desk operations, and ensures timely resolution of IT service requests. The position requires both technical expertise and leadership ability to manage priorities, coordinate escalations, and deliver high-quality end-user support in accordance with established service standards.
Key Responsibilities
Required Qualifications
The Senior Help Desk Technician serves as the primary point of contact for advanced technical support at a secure government facility in Jacksonville, Florida. This role provides Tier 2-3 troubleshooting, supervises day-to-day help desk operations, and ensures timely resolution of IT service requests. The position requires both technical expertise and leadership ability to manage priorities, coordinate escalations, and deliver high-quality end-user support in accordance with established service standards.
Key Responsibilities
- Oversee daily help desk activities, ensuring effective handling of service tickets and adherence to resolution timelines.
- Provide advanced technical support for desktops, laptops, peripherals, and approved mobile devices.
- Perform hardware and software installations, upgrades, and system configurations.
- Ensure compliance with security and configuration baselines for all end-user devices.
- Serve as a liaison with enterprise-level IT teams for escalated issues or specialized support needs.
- Mentor and assist junior help desk staff, providing guidance on troubleshooting methods and customer service best practices.
- Maintain accurate documentation of support activities, resolutions, and asset inventory
Required Qualifications
- Associate's or Bachelor's degree in IT-related field, or equivalent combination of education and experience.
- 4 years of experience in help desk or desktop support roles, with at least 1 year in a senior or lead capacity.
- Strong knowledge of Microsoft Windows, Office 365, and basic networking concepts.
- Familiarity with device imaging tools, ticketing systems, and cybersecurity compliance requirements.
- CompTIA Security , Network , or similar certification required.
- Additional vendor certifications in Microsoft, Cisco, or ITIL best practices preferred.
- Must be eligible for a U.S. Government security clearance at the Secret level.
- Must complete mandated cybersecurity and privacy training prior to accessing systems
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- Stock Option Plan
