Senior IT Helpdesk Lead - Remote

Porch Group; United States; Remote; USD 11.000 - 16.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Retiral benefits

Paid holidays

Wellness programs

Zusammenfassung

Porch Group is seeking a Senior IT Helpdesk Technician to support end-user devices and enterprise apps within the IT Operations team. You will manage complex technical issues, mentor junior staff, and drive process improvements to enhance IT service delivery.

You will deliver expert support across Windows, MacOS, Office 365, MS Teams, Slack, Zoom, RingCentral and other enterprise tools while maintaining SLAs and security standards, all in a remote setup that aligns with US business hours.

Qualifikationen

• Bachelor’s degree in an IT-related field or 6+ years of progressive experience in corporate IT support.
• Expert-level knowledge of Microsoft Windows and MacOS with advanced troubleshooting capabilities.
• Experience delivering IT support across email, chat, phone, and remote tools.

Aufgaben

• Oversee setup, configuration, and deployment of equipment for employees while ensuring IT standards.
• Troubleshoot tickets, monitor SLAs, and drive timely resolutions.
• Maintain and enhance helpdesk systems and data collection from channels.
• Lead device re-imaging and deployments for redeployments.
• Provide advanced technical support for software/hardware issues and mentor juniors.
• Develop IT knowledge base and user-training materials.

Kenntnisse

English communication

Windows troubleshooting

MacOS troubleshooting

SLA adherence

Mentoring junior staff

Scripting (PowerShell, Bash, Python)

Networking fundamentals

Regulatory compliance (SOX, PCI)

US business hours alignment

Ausbildung

Bachelor’s degree in IT

Tools

Fresh Service

NinjaOne

Okta

Jobbeschreibung

Porch Group is seeking a Senior IT Helpdesk Technician to support end-user devices and enterprise apps within the IT Operations team. You will manage complex technical issues, mentor junior staff, and drive process improvements to enhance IT service delivery.

You will deliver expert support across Windows, MacOS, Office 365, MS Teams, Slack, Zoom, RingCentral and other enterprise tools while maintaining SLAs and security standards, all in a remote setup that aligns with US business hours.