Senior Help Desk Specialist

• Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
• Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
• Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
• Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
• Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
• Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

• A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
• A minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applications.
• A minimum of three (3) years of experience supporting Lan, Switching, and Wireless Access Points (WAP) or related.
• A minimum of three (3) years of experience managing enterprise antivirus solutions.
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application and experience with Google Suite.
• Experience supporting desktop and laptop operating systems using Windows 11, Linux and MAC OS.
• Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
• Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
• Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
• Ability to learn new technical concepts quickly and stay abreast of current trends.
• Ability to lift and carry desktop equipment such as laptops, computers, and monitors.
• Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.

• A minimum of five (5) years of experience managing Active Directory Environment or Servers.
• Experience as a Service Desk Administrator of JIRA or other similar products.
• Experience with using ServiceNow IT Service Management suite or equivalent.
• Possess Dell Laptop and Desktop certification.
• Possess Dell Certified Systems Expert (DCSE) Certification.
• Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise active directory environments.
• Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.
• Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications.
• Possess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption Tools.
• Experience working with the Project Management Office (PMO) processes, policies, and procedures.

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