Senior IT Help Desk Technician & Escalation Lead

YRH - PACKSIZE LLC; Louisville (KY); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision

401(k)

PTO

HSA/FSA

Life Insurance

Disability Insurance

Critical illness

Hospital indemnity

Accident coverage

ID theft protection

EAP

Job summary

Packsize is seeking an experienced technical support professional to analyze requirements, resolve complex hardware, software, access, and device issues, and support the internal Service Desk. You will administer and support PCs, printers, mobile devices, and related hardware and software.

The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation,

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.
• Excellent organization, customer service, sound judgment, cross-functional collaboration, coaching, and process-improvement skills.

Responsibilities

• Provide advanced help desk support and resolve incidents and service requests to 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.
• Independently troubleshoot hardware, software, access, network, device, and performance issues using a structured approach.
• Serve as an escalation point for complex, recurring, cross-system, or high-impact issues.
• Perform root-cause analysis, identify recurring patterns, and recommend durable corrective or preventive solutions.
• Document troubleshooting steps, work performed, decisions, outcomes, and internal procedures in the appropriate systems.
• Create and improve knowledge articles based on ticket trends, identified gaps, and changes to supported technology.
• Improve Service Desk processes and SOPs by simplifying or automating repeatable work and reinforcing the approved source of truth.
• Assist with onboarding new users and the deprovisioning of departed employees.
• Install, test, configure, maintain, and upgrade workstations, peripheral equipment, and software.
• Manage PC setup and deployment using standard hardware and software, and ensure workstations include required peripherals and specialized equipment.
• Maintain accurate inventory records for equipment and software.
• Manage supported mobile devices through Intune and Freshservice, assist with VoIP administration, and assign users and computers to approved Active Directory groups.
• Support meeting-room and multimedia conferencing solutions and coordinate with meeting stakeholders when technical assistance is required.
• Mentor Service Desk peers, share technical context, review documentation, and coordinate with partner teams to improve support consistency and customer outcomes.

Skills

End-user support

Communication

Cross-functional collaboration

Documentation

Education

College coursework/related degree

Tools

Microsoft 365

Windows

Apple devices

DNS/DHCP

Active Directory

VPN

IT ticketing

Job description

Packsize is seeking an experienced technical support professional to analyze requirements, resolve complex hardware, software, access, and device issues, and support the internal Service Desk. You will administer and support PCs, printers, mobile devices, and related hardware and software.

The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation,