Sr. Help Desk Technician

BRS; Massachusetts; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid holidays

Paid time off including sick and VAC

Medical, dental and vision insurance

401(k) with company match

Job summary

Eagle Integrated Services (EIS) is seeking a Sr. Help Desk Technician to provide advanced end-user support and lead incident management efforts across the organization.

This role requires mentoring junior staff and ensuring high SLA attainment while collaborating with Server and Network teams on complex deployments. The ideal candidate brings 5–7 years in IT help desk, strong Windows and Office 365 expertise, and Security+ certification, with experience in VIP support and ITSM platforms such as

Qualifications

• Must possess a current CompTIA Security+ CE certification to meet DoD 8140 requirements for IAT Level II.
• Advanced knowledge of Windows OS (Windows 10/11) and Office 365 suite.
• Strong networking knowledge (TCP/IP, DNS, DHCP, VPN) to diagnose client-side issues.
• Experience with Active Directory user/computer management and ITSM incident triage.

Responsibilities

• Serve as primary escalation point for the most complex and time-sensitive incidents.
• Lead and mentor junior staff; manage ticket queues and ensure SLAs.
• Collaborate with Server and Network teams on ERP deployments and testing.
• Develop and maintain SOPs and knowledge base articles for the team.
• Provide VIP support to senior leadership with rapid, effective responses.

Skills

Windows OS

Office 365

Hardware troubleshooting

Networking (TCP/IP)

Active Directory

ITSM (ServiceNow)

Leadership

Customer service

Incident management

Education

CompTIA Security+ CE

ITIL Foundation

Microsoft 365 Certified: Modern Desktop Administrator Associate

CompTIA Network+

Tools

ServiceNow

Job description

Posted Friday, August 7, 2026 at 5:00 AM

Eagle Integrated Services (EIS) is seeking a Sr. Help Desk Technician (Sr. Computer User Support Specialist).

The Senior Computer User Support Specialist is a highly experienced IT professional and a lead technical resource responsible for providing advanced (Tier 2/Tier 3) end-user support and resolving complex technical issues that are beyond the scope of junior help desk personnel. This role serves as the final escalation point for all client-side hardware, software, and connectivity problems, leveraging deep technical knowledge to ensure user productivity and satisfaction. In addition to expert-level troubleshooting, the Senior Specialist leads incident management efforts, mentors other support technicians, and contributes to the improvement of support processes and documentation.

Typical Task List

Advanced Incident Resolution (Tier 2/3)

• Serve as the primary escalation point for the most complex and time-sensitive user-reported incidents.
• Diagnose and resolve advanced hardware issues, operating system errors (e.g., registry, file system corruption), and complex software compatibility conflicts.
• Utilize advanced diagnostic tools and log analysis to perform root cause analysis on persistent and challenging technical problems.
• Lead technical resolution efforts during widespread, user-impacting incidents, such as a faulty software patch or a major application outage.

Team Leadership and Mentorship

• Provide on-the-job training, technical guidance, and mentorship to junior and journeyman Help Desk staff.
• Act as a shift or team lead, managing ticket queues, assigning tasks, and ensuring service level agreements (SLAs) are met.
• Review and approve knowledge base articles and technical documentation created by other team members.

Identify trends in incident reports to assist in problem management, recommending permanent solutions to reduce recurring issues.

Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and technical knowledge base articles for the support team.

Collaborate with other IT teams (e.g., Server, Network) to test and provide feedback on new software, hardware, and system images before enterprise-wide deployment.

VIP and Executive Support

• Provide dedicated, "white-glove" technical support for senior leadership and other designated VIPs, ensuring a rapid and effective response to their technical needs.

3. Minimum Qualifications / Requirements

Experience:

• A minimum of five (5) to seven (7) years of progressive, hands‑on experience in an IT help desk or desktop support role.
• At least two (2) years of this experience must be in a senior or lead technician capacity, with responsibility for mentoring staff and handling escalated issues.

Certifications (Baseline):

• Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II.

Certifications (Computing Environment - Desired):

A relevant industry certification is highly desired. Examples include:

• CompTIA Network+
• ITIL Foundation Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate

Security Clearance:

Must possess and maintain a SECRET security clearance.

Technical Skills:

• Expert-level knowledge of Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
• Advanced hardware troubleshooting skills and the ability to diagnose complex system‑level problems.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) sufficient to diagnose client‑side network issues.
• Proficiency with Active Directory for user and computer object management.
• Experience leading and triaging incidents within an enterprise IT Service Management (ITSM) platform (e.g., ServiceNow).
• Excellent leadership, communication, and customer service skills.

EIS offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement.