Senior Help Desk Lead — Remote Incident Response

Soluvia IT-Services; Huntsville (AL); Hybrid; USD 46.000 - 62.000; Vollzeit

Benefits dieser Stelle

Health Care Plan

Retirement Plan

Life Insurance

Paid Time Off

Training & Development

Work From Home

Wellness Resources

Zusammenfassung

Soluvia IT-Services in Huntsville, AL is seeking a Senior Help Desk Technician to lead high-severity incident responses and coordinate across Service Desk, Professional Services, and vendors. You will own documentation, runbooks, and standards, and drive automation to reduce toil.

The role requires deep troubleshooting across networking, Windows Server, Microsoft 365, Azure, and ITIL practices, plus strong communication and coaching abilities.

Qualifikationen

• Deep troubleshooting across enterprise networking, Windows Server, Microsoft 365, Azure and 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.

Aufgaben

• Lead high-severity incident response and major incidents.
• Execute root-cause fixes per Problem Management.
• Maintain runbooks, standards, and knowledge base in Confluence and IT Glue.
• Drive automation improvements with scripting and RMM tuning.
• Provide technical coaching across Support Technician I and II.
• Contribute to Problem Management investigations for cross-client issues.
• Model ticket documentation, time entry, and closure standards.
• Participate in weekly on-call rotation and after-hours support.

Kenntnisse

Network troubleshooting

Windows Server

Microsoft 365

Azure

Entra ID

Virtualization

Backup & DR

Security tooling

ConnectWise PSA

ConnectWise RMM

IT Glue

Confluence

PowerShell

ITIL practices

Coaching

Tools

ConnectWise PSA

ConnectWise RMM

IT Glue

Confluence

Jobbeschreibung

Soluvia IT-Services in Huntsville, AL is seeking a Senior Help Desk Technician to lead high-severity incident responses and coordinate across Service Desk, Professional Services, and vendors. You will own documentation, runbooks, and standards, and drive automation to reduce toil.

The role requires deep troubleshooting across networking, Windows Server, Microsoft 365, Azure, and ITIL practices, plus strong communication and coaching abilities.