Senior IT Helpdesk Technician

Armanino India LLP (USD); Ahmedabad District; On-site; INR 600,000 - 840,000; Full time

Benefits offered by this job

Provident Fund

Gratuity

Medical Insurance

Group Personal Accident Insurance

Other benefits as applicable

Job summary

Armanino India LLP, based in Ahmedabad, is seeking an experienced IT support professional to provide advanced end-user support across various platforms. The role involves mentoring Level1 technicians and ensuring seamless operations during technology migrations.

The ideal candidate should have 3–5+ years of experience, strong knowledge in Microsoft 365, and excellent communication skills. Competitive compensation is offered alongside comprehensive benefits, including Provident Fund and Medical Insurance.

Qualifications

• 3–5+ years of experience in desktop/helpdesk support within a medium-to-large organization.
• Deep expertise with Microsoft 365, Intune, and EntraID administration.
• Demonstrated ability to handle escalations and high-pressure situations professionally.

Responsibilities

• Provide advanced end-user support for Windows and macOS systems.
• Assist with deployments, upgrades, integrations, and troubleshooting.
• Mentor and train Level1 technicians.

Skills

PowerShell scripting and automation

Support for tax and audit applications

ITIL practices

Customer service orientation

Excellent communication skills

Job description

Overview

The open position is for Armanino India LLP, a fully owned subsidiary of Armanino (USA).

Responsibilities

• Provide advanced end‑user support for Windows and macOS systems, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Entra ID, Intune, VPN, printers, scanners, and virtual desktop infrastructure (VDI).
• Application support: assist with deployments, upgrades, integrations, and troubleshooting of core business and operational applications/systems.
• Endpoint support: manage endpoint deployments, coordinate device imaging and configuration, and troubleshoot advanced hardware problems while supporting lifecycle planning for user devices.
• Merger & Acquisition support: coordinate IT‑related activities during M&A, including application migrations, system discovery, and integration of technology environments.
• Enforce and monitor security controls such as multi‑factor authentication (MFA), conditional access, and data loss prevention (DLP); maintain audit‑ready documentation for compliance and security standards.
• Handle escalated issues from Level1 technicians, ensuring timely and accurate resolution and maintaining composure and professionalism in high‑pressure situations.
• Mentor and train Level1 technicians, fostering a culture of knowledge‑sharing and professional growth.
• Create and maintain knowledge‑base articles and runbooks to improve team efficiency and consistency.
• Identify gaps in support, knowledge, or processes and drive initiatives for improvement.
• Collaborate with vendors and external partners to resolve issues and implement solutions.
• Participate in after‑hours rotations during peak business periods to provide uninterrupted IT support.
• Communicate effectively with stakeholders, translating technical concepts into actionable business language.
• Assist with office technology migrations and IT infrastructure changes—including hardware setup, workstation rebuilds, office relocations, and equipment moves—to minimize disruption to business operations.

Qualifications

• 3–5+ years of experience in desktop/helpdesk support within a medium‑to‑large organization.
• Strong proficiency in PowerShell scripting and automation.
• Deep expertise with Microsoft365, Intune, and EntraID administration.
• Experience supporting tax and audit applications (e.g., CCH, ThomsonReuters, Caseware, QuickBooks).
• Solid understanding of ITIL practices and service management principles.
• Excellent oral and written communication skills with a customer‑service orientation.
• Demonstrated ability to handle escalations and high‑pressure situations professionally.

Certifications

• CompTIA A+ (preferred)
• CompTIA Network+ (preferred)
• CompTIA Security+ (preferred)
• Microsoft MD‑102 (preferred)
• ITIL4 Foundation (preferred)

Leadership & Interpersonal Skills

• Leadership skills and experience mentoring team members.
• Ability to identify and prioritize problem tickets from Level1 support staff.
• Proactive in identifying and addressing support, knowledge, and process gaps.
• Strong stakeholder management and interpersonal skills.
• Experience collaborating with cross‑functional teams and vendors.

Compensation & Benefits

Compensation is commensurate with industry standards.

• Provident Fund
• Gratuity
• Medical Insurance
• Group Personal Accident Insurance
• Other benefits as applicable to the position.

Equal Employment Opportunity

Armanino provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. The company complies with federal and applicable state and local laws governing nondiscrimination in employment.