Senior Help Desk Lead: Incident Response & Automation

Soluvia IT-Services; Atlanta (GA); Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

AD&D)

Paid Time Off (Vacation, Sick &

Public Holidays)

Training & Development

Work From Home

Wellness Resources

Job summary

Soluvia IT-Services seeks a Senior Help Desk Technician to lead high-severity incident response, root-cause analysis, and knowledge-base improvements. You will mentor junior technicians, drive automation, and coordinate with Service Desk and vendor resources per policy.

You will maintain documentation, participate in continual improvement, and support cross-team initiatives while providing after-hours coverage as part of the on-call rotation.

Qualifications

• Deep troubleshooting across enterprise networking, Windows Server, M365, Azure and Entra ID.
• Proficient in installation, repair, and maintenance of network and infrastructure equipment.
• Strong analytical and root-cause analysis skills.
• Excellent verbal and written communication for bridging and post-incident reviews.
• Experience with ConnectWise PSA, RMM, IT Glue, Confluence and automation scripting.

Responsibilities

• Lead high-severity incident response including P1 scenarios with senior technical direction.
• Execute root-cause fixes from Problem Management and post-incident prevention.
• Maintain and improve runbooks, standards, and knowledge base content.
• Drive automation to reduce recurring toil with scripting and RMM tuning.
• Coach and enable Support Technician I and II through training and pairing on complex tickets.
• Participate in cross-practice coordination and service improvement initiatives.
• Document tickets accurately and schedule in ConnectWise PSA and manage on-call rotations.

Skills

Networking

Windows Server

Microsoft 365

Azure

Entra ID

Virtualization

Backup & DR

Security tooling

PowerShell

ConnectWise PSA

ConnectWise RMM

IT Glue

Confluence

ITIL

Coaching

Tools

ConnectWise PSA

ConnectWise RMM

IT Glue

Confluence

PowerShell

Job description

Soluvia IT-Services seeks a Senior Help Desk Technician to lead high-severity incident response, root-cause analysis, and knowledge-base improvements. You will mentor junior technicians, drive automation, and coordinate with Service Desk and vendor resources per policy.

You will maintain documentation, participate in continual improvement, and support cross-team initiatives while providing after-hours coverage as part of the on-call rotation.