Senior IT Escalation Lead - Client Services

LISS Technologies

Village of Roslyn (NY)

Remote

USD 75,000 - 150,000

Full time

2 days ago

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Job summary

LISS Technologies seeks a Senior Helpdesk/Escalation Specialist to own escalated incidents end-to-end across remote and on-site environments. You will respond in person where applicable, by phone or electronically, guiding junior team members and ensuring timely resolutions for complicated hardware, software, and network issues.

The role requires 5+ years in helpdesk or escalation, strong communication, and meticulous documentation.

Qualifications

5+ years in helpdesk, desktop support, escalation, or technical support environments.
Ability to diagnose and resolve complex hardware and software issues.
Experience with desktop and server operating systems, printers, mobile devices, networking.
Excellent communication and documentation skills.
Mentor junior staff and share best practices.

Responsibilities

Serve as escalation point for end-user issues and IT staff.
Respond to incidents through phone, email, ticketing systems, and direct support.
Troubleshoot hardware, software, networking, and account access issues.
Maintain end-to-end ownership of escalated requests until resolution.
Document incidents and resolutions in the ticketing system.
Escalate unresolved issues per procedures and guidelines.
Provide timely, professional status updates to stakeholders.
Assist in root cause analysis and service-quality improvements.
Support and mentor junior Helpdesk staff.
Follow standard operating procedures and service standards.