Senior IT Customer Support

Jobtailor

Arizona

On-site

USD 75,000 - 110,000

Full time

14 days+

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Job summary

Jobtailor is seeking an experienced IT Help Desk professional in the United States (Arizona) to serve as the primary author of customer-facing alerts and to manage a centralized ticket queue. The role involves secure remote resolution of OS and application issues, provisioning tasks in Active Directory and identity vaults, and guiding users through complex troubleshooting steps.

The ideal candidate has 5+ years in helpdesk/service desk roles, holds a DoD Secret clearance, and can lift up to 25

Qualifications

Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application.
Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep.
Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms.

Responsibilities

Serve as the primary author and communicator for customer-facing alerts.
Actively track, assign, and route incoming tickets within the centralized queue.
Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely over the wire.
Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
Provide structured, remote step-by-step guidance to walk end-users through peripheral verification and network device troubleshooting, while executing centralized application deployments and updates.

Skills

Remote IT Support

Helpdesk Support

Service Desk Operations

Professionalism

Exceptional Communication

Customer Service Orientation

Troubleshooting Operating System

Education

U.S. Department of Defense Secret Security Clearance

Tools

Remote Control Software

Diagnostic Utilities

Active Directory

Enterprise Identity Vaults

Job description

Serve as the primary author and communicator for customer-facing alerts.
Actively track, assign, and route incoming tickets within the centralized queue.
Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely over the wire.
Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
Provide structured, remote step-by-step guidance to walk end-users through peripheral verification and network device troubleshooting, while executing centralized application deployments and updates.

Requirements

Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application.
Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep.
Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms.

Core Competencies

Demonstrates expertise in remote IT support, including troubleshooting operating system errors and application anomalies, while maintaining exceptional service delivery standards. Proficient in managing user accounts and permissions within Active Directory and enterprise identity vaults.

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