Senior IT Help Desk Lead: Windows, Mac & Cloud

Link Consulting Services; Washington (District of Columbia); Hybrid; USD 44,000 - 55,000; Full time

Job summary

Link Consulting Services seeks a Senior Help Desk Technician to bridge complex technical challenges with end-user productivity in both on-site and remote client environments. You will diagnose, troubleshoot, and resolve a wide range of IT issues while mentoring junior technicians and contributing to knowledge base development.

The role requires strong communication skills, a professional client-facing demeanor, and a solid MSP background.

Qualifications

• Bachelor’s Degree or higher preferred.
• 5+ Years’ IT Technical Support experience in Windows and MAC environments.
• Strong understanding of Windows 10/11, Office 365, Microsoft 365 Admin Portal, Azure Entra, and Intune.
• Proficiency with macOS up to Sonoma (v15).
• Solid foundation in troubleshooting network connectivity, email, printers, and user account permissions.
• Experience in a Managed Service Provider (MSP) environment preferred.

Responsibilities

• Act as the primary escalation point for a team of technicians of varied skillsets and experience.
• Provide on-site and remote support to clients operating Windows and Apple environments.
• Support and administer Microsoft 365 and cloud-based network technologies across multiple client environments.
• Mentor junior technicians and foster continuous learning within the help desk team.
• Troubleshoot and resolve complex issues related to Windows 10/11, Office products, Microsoft 365 Admin Portal, Azure Entra, Intune, and macOS.
• Document resolutions and maintain knowledge base articles for recurring issues.

Skills

Customer Service

Problem Solving

Communication

Team Leadership

Education

Bachelor's degree or higher

Tools

Microsoft 365 Admin Portal

Azure Entra

Intune

Active Directory

macOS

Job description

Link Consulting Services seeks a Senior Help Desk Technician to bridge complex technical challenges with end-user productivity in both on-site and remote client environments. You will diagnose, troubleshoot, and resolve a wide range of IT issues while mentoring junior technicians and contributing to knowledge base development.

The role requires strong communication skills, a professional client-facing demeanor, and a solid MSP background.