Job Summary: Provide advanced technical support to end-users, diagnosing and resolving complex hardware, software, and network issues. Supervise and support the ticketing system and desktop support staff. Collaborate with higher-level IT teams (e.g., system administrators, network engineers) to ensure prompt and efficient resolution of escalated problems. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a solid understanding of IT infrastructure.

QUALIFICATIONS:

• Experience:
• Minimum of 5 years of experience in an IT Helpdesk or technical support role.
• Technical Skills:
• Strong proficiency in troubleshooting and supporting Windows operating systems and macOS.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience with Active Directory for user and group management, GPOs, and permissions.
• Familiarity with Microsoft 365 administration.
• Experience with ticketing systems (e.g., FreshService)
• Certifications (Preferred, but not required):
• CompTIA: A+, Network+, Security+
• Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101)
• Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Exceptional customer service and interpersonal skills, with a patient and empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to prioritize and manage multiple tasks effectively.
• Adaptability and a willingness to learn new technologies.
• Physical Requirements:
• Ability to sit or stand for extended periods.
• Ability to lift and move computer equipment (up to 25 lbs) occasionally.
• Manual dexterity to operate computer hardware and peripherals.
  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law