Senior Helpdesk Lead - Hybrid IT Support & Mentoring

Placements24; Houston (TX); Hybrid; USD 22,000 - 29,000; Full time

Benefits offered by this job

Private medical insurance

Provident fund

Generous annual leave

Professional IT training & growth

Job summary

Placements24 is seeking a Senior Helpdesk Technician to join a progressive financial services IT team in Randburg, Gauteng. The role blends on-site and remote work, with mentoring responsibilities and policy input. You will resolve complex issues, maintain systems, and ensure SLA-driven incident management.

The ideal candidate has extensive Windows/macOS expertise, strong networking, IT security knowledge, and relevant certifications. A bachelor’s degree or equivalent experience is required.

Qualifications

• Proven experience as a Senior Helpdesk Technician or similar IT support role.
• In-depth knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Experience with network troubleshooting (TCP/IP, DNS, DHCP).
• Proficiency in hardware and software troubleshooting and repair.
• Strong understanding of IT security principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a hybrid environment, balancing remote and on-site duties in Randburg, Gauteng.
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are highly desirable.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues.
• Diagnose and resolve complex IT problems, escalating when necessary to specialized IT teams.
• Manage and prioritize IT support tickets, ensuring timely resolution according to SLAs.
• Install, configure, and maintain computer systems, printers, and other peripheral devices.
• Assist in the development and implementation of IT policies and procedures.
• Train and mentor junior helpdesk staff, sharing technical knowledge and best practices.
• Manage user accounts, permissions, and access rights.
• Perform regular system maintenance, updates, and security checks.
• Document technical solutions, procedures, and IT asset inventory.
• Contribute to IT projects and initiatives as required.

Skills

Windows OS

macOS

Microsoft Office Suite

Networking (TCP/IP, DNS, DHCP)

Hardware troubleshooting

IT security principles

Communication

Mentoring junior staff

Hybrid work capability

Education

Bachelor's degree in Information Technology or related field

Tools

CompTIA A+

CompTIA Network+

MCSA

Job description

Placements24 is seeking a Senior Helpdesk Technician to join a progressive financial services IT team in Randburg, Gauteng. The role blends on-site and remote work, with mentoring responsibilities and policy input. You will resolve complex issues, maintain systems, and ensure SLA-driven incident management.

The ideal candidate has extensive Windows/macOS expertise, strong networking, IT security knowledge, and relevant certifications. A bachelor’s degree or equivalent experience is required.