Senior IT Help Desk Specialist

packsize

Louisville (KY)

On-site

USD 60,000 - 85,000

Full time

14 days+

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Job summary

Packsize is seeking a Help Desk Specialist III to provide advanced technical support for employees, resolving hardware, software, and workspace technology issues while supporting the internal Service Desk. You will administer and support PCs, printers, mobile devices, and related software and hardware, with escalation for deeper technical needs.

You will manage equipment lifecycles, conduct root-cause analysis, document procedures, and contribute to knowledge articles.

Qualifications

Advanced proficiency with Microsoft 365, Windows, and Apple operating systems.
Experience supporting DNS/DHCP, client VPN technologies, Active Directory, endpoint hardware, mobile devices, and IT ticketing systems.
Demonstrated ability to resolve complex or systemic technical issues, perform root-cause analysis, and develop durable solutions.
Strong verbal and written communication skills, including the ability to explain technical information to non-technical users.

Responsibilities

Provide advanced help desk support and resolve incidents to the end user’s satisfaction.
Own assigned tickets and queue work from intake through resolution, setting clear expectations and providing timely updates.
Monitor and respond quickly and effectively to requests received by the Service Desk.
Mentor Service Desk peers and coordinate with partner teams to improve support consistency and customer outcomes.