Senior Help Desk Technician

firstPRO 360; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

firstPRO 360 is seeking a Senior Helpdesk Technician to own hardware, software, and connectivity issues from report to resolution. You will manage a ServiceNow queue, administer AD and Microsoft 365, and image laptops for deployment.

The role also supports conference room A/V systems and contributes to the knowledge base with documented troubleshooting steps.

Qualifications

• 3+ years of hands-on helpdesk or desktop support experience.
• Proficiency in Windows environments, Active Directory, and Microsoft 365.
• Fluency with ServiceNow or a comparable ITSM ticketing platform.
• Strong soft skills, including a customer-service mindset and meticulous attention to detail.
• Bachelor's Degree in Computer Science or similar field (or equivalent experience)

Responsibilities

• Act as the primary escalation point for technical issues from initial report to verified resolution.
• Manage a personal ServiceNow ticket queue.
• Administer user accounts and permissions in Active Directory and Microsoft 365.
• Imaging and deploying laptops.
• Support conference room A/V systems.
• Document troubleshooting steps to maintain internal knowledge-base articles.

Skills

Customer service mindset

Attention to detail

Strong communication

Education

Bachelor's Degree in Computer Science or equivalent

Tools

Windows environments

Active Directory

Microsoft 365

ServiceNow

Job description

The Senior Helpdesk Technician acts as the primary escalation point for all technical issues, owning hardware, software, and connectivity problems from initial report to verified resolution. Daily tasks include managing a personal ServiceNow ticket queue, administering user accounts and permissions in Active Directory and Microsoft 365, and handling onboarding/offboarding workflows. The role also involves imaging and deploying laptops, supporting conference room A/V systems, and documenting troubleshooting steps to maintain internal knowledge-base articles.

Qualifications

• 3+ years of hands‑on helpdesk or desktop support experience.
• Proficiency in Windows environments, Active Directory, and Microsoft 365.
• Fluency with ServiceNow or a comparable ITSM ticketing platform.
• Strong soft skills, including a customer-service mindset and meticulous attention to detail.
• Bachelors Degree in Computer Science or similar field (or equivalent experience)