Sr. Help Desk Technician

Eiservices Llc; Sacramento (CA); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Paid holidays

Paid time off (PTO)

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Discretionary profit sharing

Tuition reimbursement

Job summary

Eagle Integrated Services (EIS) in the Sacramento area is seeking a Sr. Help Desk Technician (Sr.

Computer User Support Specialist) to provide advanced end-user support (Tier 2/3) and serve as the final escalation point for complex hardware, software, and connectivity issues. The role leads incident management, mentors staff, and contributes to SOPs while collaborating with Server and Network teams to ensure high user productivity and SLA adherence.

Qualifications

• 5–7 years of progressive IT help desk or desktop support experience.

Responsibilities

• Provide advanced (Tier 2/3) end-user support and incident resolution.
• Lead incident management, mentor junior staff, and improve support processes.
• Serve as final escalation point for complex client-side hardware/software problems.
• Collaborate with Server/Network teams for enterprise deployment readiness.
• Lead and triage incidents within ITSM platforms (e.g., ServiceNow).
• Provide VIP and executive-user support with high service levels.

Skills

Advanced Incident Resolution

Team Leadership

Mentorship

VIP Support

ServiceNow ITSM

Windows troubleshooting

Networking basics

Customer service

Education

Any related IT degree or certifications

Tools

Active Directory

ServiceNow

Windows 10/11

Microsoft 365

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.