Senior Help Desk Lead: Incidents, Automation & Coaching

Soluvia IT-Services; Phoenix (AZ); Remoto; USD 60.000 - 86.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Care Plan (Medical, Dental &amp

Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &amp

AD&D)

Paid Time Off (Vacation, Sick &

Public Holidays)

Training & Development

Work From Home

Wellness Resources

Descrizione del lavoro

Soluvia IT is seeking a Senior Help Desk Technician to lead high-severity incident response and coordinate across Service Desk and vendors. You will drive root-cause fixes and contribute to problem management, ensuring rapid restoration and knowledge capture.

You will mentor junior technicians, maintain runbooks and standards in Confluence and IT Glue, and push automation to reduce toil while upholding quality and documentation across the IT environment.

Competenze

• Deep troubleshooting across enterprise networking, Windows Server, Microsoft 365, Azure/Entra ID, virtualization, backup and disaster recovery, and security tooling.
• Skill in installing, repairing, and maintaining network and infrastructure equipment.
• Strong analytical thinking, problem-solving, and root-cause analysis skills.
• Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews.
• Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell).
• Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement.
• Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers.
• Ability to hold documentation and quality standards without becoming a bottleneck.

Mansioni

• Lead high-severity incident response, including P1 and major incident scenarios, providing senior technical direction and coordinating the response across Service Desk, Professional Services, and vendor resources per the Incident Management Policy.
• Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work per the Problem Management Policy.
• Own maintenance and improvement of Senior Help Desk Technician runbooks, technical standards, and knowledge base content in Confluence and IT Glue, and retire stale or contradictory documentation.
• Drive automation improvements that reduce recurring toil, including scripting standard fixes, tuning RMM automation, and identifying candidate procedures for automation-first delivery.
• Provide structured technical coaching and enablement across Support Technician I and II, including pairing on complex tickets, reviewing knowledge articles, and leading technical training sessions on newly documented procedures.
• Contribute to Problem Management as an investigator when Tier 3 investigation is required for individual client problems and when master Problem records are opened for cross-client patterns, per the Problem Management Policy.
• Model ticket documentation, time entry, and closure standards for the Help Desk.
• Partner with the Service Desk Manager on Continual Improvement Register (CIR) items and service improvement plans.
• Represent the Help Desk Technician in cross-practice coordination with Professional Services, on shared work, transitions, and improvement initiatives
• Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA
• Participate in the weekly on-call rotation, providing after-hours coverage as backup to Endeavor IT's third-party after-hours service
• Any additional tasks required by management

Conoscenze

Enterprise networking

Windows Server

Microsoft 365

Azure and Entra ID

IT security tooling

Problem solving

Communication

ITIL practices

Coaching and mentoring

Strumenti

ConnectWise PSA

ConnectWise RMM (Automate)

IT Glue

Confluence

PowerShell

Descrizione del lavoro

Soluvia IT is seeking a Senior Help Desk Technician to lead high-severity incident response and coordinate across Service Desk and vendors. You will drive root-cause fixes and contribute to problem management, ensuring rapid restoration and knowledge capture.

You will mentor junior technicians, maintain runbooks and standards in Confluence and IT Glue, and push automation to reduce toil while upholding quality and documentation across the IT environment.