Senior Help Desk Engineer – Escalations & IT Operations

LHH Recruitment Solutions; Boca Raton (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Short-term disability

401K plan

EAP program

Commuter benefits

Job summary

LHH Recruitment Solutions is seeking an experienced Help Desk Analyst III to serve as the senior escalation resource within our IT organization. This role focuses on resolving complex issues across Windows 11, Microsoft 365, and identity management while mentoring junior staff.

The ideal candidate will bring 6+ years of progressive IT support, strong customer service, and a track record of improving service desk operations in an enterprise environment.

Qualifications

• Bachelor's degree in IT, CS, or related field, or equivalent experience.
• 6+ years of progressive IT support experience.
• 2+ years in senior/escalation, lead, or advanced support roles.
• Advanced troubleshooting in Windows 11 enterprise environments.
• Experience supporting macOS in an enterprise environment.
• Hands-on administration of Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Experience with hybrid identity (AD, MFA, Conditional Access) and PowerShell automation.

Responsibilities

• Act as primary escalation point for complex incidents and requests.
• Troubleshoot and resolve issues across Windows 11, mobile devices, and M365.
• Support Active Directory and Entra ID environments, MFA and CA workflows.
• Mentor Tier I/II analysts and improve service desk processes.
• Collaborate with Infra, Security, and Engineering on long-term fixes.
• Develop knowledge base articles and runbooks to boost first-contact resolution.

Skills

Advanced troubleshooting

Windows 11

Active Directory/Entra ID

PowerShell

Microsoft 365 Administration

Identity & access management

Endpoint management

Hybrid identity

Enterprise support

Education

Bachelor's degree or equivalent

Tools

PowerShell

SCCM

Job description

LHH Recruitment Solutions is seeking an experienced Help Desk Analyst III to serve as the senior escalation resource within our IT organization. This role focuses on resolving complex issues across Windows 11, Microsoft 365, and identity management while mentoring junior staff.

The ideal candidate will bring 6+ years of progressive IT support, strong customer service, and a track record of improving service desk operations in an enterprise environment.