Senior Help Desk Technician

Socket.dev; Fort Worth (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Training & Development

Work From Home

Wellness Resources

Job summary

Actemium is seeking a highly skilled Senior Help Desk Technician to join their IT team. You will deliver top-tier technical support, troubleshoot hardware, software, and network issues, and help maintain the company's IT infrastructure.

The role requires 5+ years in IT support, strong Windows and Linux knowledge, experience with ITIL and ticketing systems, and the ability to mentor junior staff while driving efficient resolutions and proactive service improvement.

Qualifications

• Minimum of 5 years of IT support or help desk experience, preferably in a senior role.
• Strong knowledge of Windows and Linux operating systems, networks, and security.
• Excellent troubleshooting of hardware, software, and connectivity in a multi‑platform environment.
• Strong communication skills to explain complex concepts to non-technical users.
• Experience with ITIL and ticketing systems; IT service management best practices.
• Certifications such as CompTIA A+, Network+, or MCSA are highly desirable.

Responsibilities

• Provide expert-level technical support and troubleshooting for hardware, software, and network issues.
• Manage and prioritize support tickets for timely resolution.
• Escalate complex problems and implement permanent solutions with the IT team.
• Train and mentor junior help desk staff to improve knowledge.
• Maintain detailed documentation of procedures and resolutions.
• Monitor system performance and identify potential IT problems.
• Assist in deployment and upgrades of new technologies.

Skills

5+ years IT support

Windows

Linux

Networking

Troubleshooting

ITIL familiarity

Communication

Tools

Ticketing system (ITSM)

Job description

Actemium is seeking a highly skilled and motivated Senior Help Desk Technician to join our dynamic IT team. As a key player in our organization, you will be responsible for delivering top-tier technical support, ensuring the seamless operation of our company's IT infrastructure. The ideal candidate will possess extensive experience in troubleshooting, problem-solving, and providing excellent customer service to internal users. This position demands a proactive professional who can manage complex technical issues, guide junior staff, and implement solutions that enhance the overall efficiency and reliability of our systems. At Actemium, we value innovation, commitment, and collaboration, and we are dedicated to fostering a supportive work environment where your expertise will directly contribute to our success. If you are an enthusiastic IT professional looking to advance your career with a reputable company that values growth and excellence, we encourage you to apply for this exciting opportunity to make a significant impact as our Senior Help Desk Technician.

Responsibilities

• Provide expert-level technical support and troubleshooting for hardware, software, and network issues.
• Manage and prioritize support tickets to ensure timely resolution and user satisfaction.
• Collaborate with IT team members to **escalate** complex problems and implement permanent solutions.
• Train and mentor junior help desk staff to improve team knowledge and efficiency.
• Maintain detailed documentation of technical procedures, frequently encountered issues, and resolutions.
• Monitor system performance and proactively identify potential IT problems before they affect users.
• Assist in the deployment and integration of new technologies and upgrades across the company.

• Minimum of 5 years of experience in IT support or help desk roles, preferably in a senior capacity.
• Strong knowledge of Windows and Linux operating systems, network protocols, and security principles.
• Proficient in troubleshooting hardware, software, and connectivity issues in a multi-platform environment.
• Excellent communication skills with the ability to convey complex technical concepts to non-technical users.
• Experience with ticketing systems and IT service management best practices (e.g., ITIL).
• Ability to work independently as well as collaboratively within a team-oriented environment.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are highly desirable.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Training & Development
• Work From Home
• Wellness Resources