Senior Help Desk Technician

Emsi; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Senior Help Desk Technician to provide IT support and lead technical initiatives. This role requires extensive experience in troubleshooting across various platforms and a passion for exceptional customer service. Responsibilities include incident management and documentation.

Qualifications

• 5+ years of hands-on IT support experience.
• Strong knowledge of Windows OS and MS Office.
• Familiarity with macOS and Linux environments.

Responsibilities

• Resolve complex hardware, software, and system issues for end-users.
• Lead incident response, ensuring timely resolution.
• Contribute to and maintain documentation of known issues.

Skills

Problem Solving

Communication

Attention to Detail

Education

Bachelor’s degree in IT, Computer Science, or related field

IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified)

Tools

Ticketing systems

Remote support tools

AWS

Terraform

Pulumi

Automation scripting (e.g., Python, PowerShell, JavaScript)

Job description

As a Senior Help Desk Technician at Lightcast, you will be a critical part of our IT support team, providing technical assistance and support to employees. This career-level role is designed for an experienced IT professional with a deep understanding of IT systems, excellent problem-solving skills, and a passion for delivering exceptional customer service. You will lead technical initiatives and mentor junior team members.

Major Responsibilities:

• Technical Support: Resolve complex hardware, software, and system issues for end-users across platforms (Windows, macOS, Linux).
• Incident Management: Lead incident response, ensuring timely resolution and escalation when necessary.
• Knowledge Base: Contribute to and maintain documentation of known issues, best practices, and troubleshooting guides.
• Problem Ownership: Take initiative in resolving challenging technical problems, collaborating across IT teams as needed.
• Documentation: Accurately record all support interactions and resolutions in the helpdesk system.
• Security Compliance: Enforce and support company-wide IT security policies and compliance standards.
• Procurement & Licensing: Manage purchases of hardware/software, license renewals, and subscription tracking.
• Asset Management: Oversee inventory and lifecycle management of all IT assets.

Skills/Abilities:

• 5+ years of hands-on IT support experience with a focus on troubleshooting and issue resolution.
• Strong knowledge of Windows OS and Microsoft Office; familiarity with macOS and Linux environments.
• Proven problem-solving abilities with strong attention to detail.
• Excellent communication and interpersonal skills.
• Experience with asset management and support tools (e.g., ticketing systems, remote support tools).
• Familiarity with cloud environments (AWS preferred) and infrastructure-as-code tools (e.g., Terraform, Pulumi).
• Knowledge of ITIL, ISO 27001, and accessibility standards (e.g., WCAG) is a plus.
• Proficiency in automation scripting (e.g., Python, PowerShell, JavaScript) is highly desirable.

Education and Experience:

• Bachelor’s degree in IT, Computer Science, or a related field.
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) strongly preferred.
• 5+ years of experience in IT support, with a strong background in troubleshooting hardware and software issues.

Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.

Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.