Senior IT Help Desk Engineer & Escalation Lead

Vaco by Highspring; Town of Texas (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Vaco by Highspring is seeking a Senior Help Desk IT Support Engineer to support internal employees nationwide. You’ll own complex issues, provide guidance to junior staff, and ensure accurate ticketing and resolution documentation.

The role covers Microsoft 365 administration, AD/Entra ID, and cross-platform device management across Windows, macOS, iOS, and Android. You will collaborate with cybersecurity, networking, and infrastructure teams, drive automation opportunities via PowerShell/Power

Qualifications

• 5+ years of enterprise help desk experience with escalation duties.
• Experience administering Microsoft 365 and hybrid identity basics.
• Proven ability to troubleshoot complex hardware/software/network issues.

Responsibilities

• Provide escalation support for Level 2/3 Help Desk issues and guide juniors.
• Log and track all requests with clear troubleshooting and resolution notes.
• Administer Microsoft 365 services including Exchange Online and Teams.
• Troubleshoot email delivery, mail flow, SPF/DKIM/DMARC as applicable.
• Manage AD/Entra ID provisioning, MFA, CA, SSO and password resets.
• Deploy and manage desktops and devices using Intune, Autopilot, MDT.

Skills

Active Directory management

Dell hardware knowledge

File manipulation & shared folders

Windows & macOS experience

MS Office Macros

Diverse technologies

PC hardware build & troubleshooting

Microsoft Deployment Tool imaging

Enterprise antivirus experience

Enterprise VPN experience

Job description

Vaco by Highspring is seeking a Senior Help Desk IT Support Engineer to support internal employees nationwide. You’ll own complex issues, provide guidance to junior staff, and ensure accurate ticketing and resolution documentation.

The role covers Microsoft 365 administration, AD/Entra ID, and cross-platform device management across Windows, macOS, iOS, and Android. You will collaborate with cybersecurity, networking, and infrastructure teams, drive automation opportunities via PowerShell/Power