Senior IT Help Desk Specialist

Packsize International; Louisville, Northern (KY, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) retirement plan

Paid Time Off

HSA/FSA

Life and disability insurance

Employee Assistance Program

Job summary

Packsize Louisville seeks an IT Help Desk III to deliver advanced end-user support, manage escalations, and maintain hardware, software, and mobility devices. You will troubleshoot issues across Windows, macOS, VPN, and AD, document solutions, and mentor teammates.

The role requires strong communication, problem-solving, and process-improvement mindset, with onboarding and asset management responsibilities in a fast-growing tech environment.

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.
• Strong problem-solving and ability to develop durable solutions; communicate clearly to non-technical users.

Responsibilities

• Provide advanced help desk support and resolve incidents to end-user satisfaction.
• Own tickets from intake through resolution and document steps and outcomes in systems.
• Mentor peers and assist with onboarding and deprovisioning of users.
• Collaborate with partner teams to improve support processes and knowledge base.

Skills

Microsoft 365

Windows OS

Apple OS

DNS/DHCP

Active Directory

VPN technologies

IT ticketing systems

Root-cause analysis

Communication skills

Process improvement

Education

College coursework / related degree

Tools

Intune

Freshservice

VoIP administration

Job description

Packsize Louisville seeks an IT Help Desk III to deliver advanced end-user support, manage escalations, and maintain hardware, software, and mobility devices. You will troubleshoot issues across Windows, macOS, VPN, and AD, document solutions, and mentor teammates.

The role requires strong communication, problem-solving, and process-improvement mindset, with onboarding and asset management responsibilities in a fast-growing tech environment.