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IT Senior Helpdesk Technician
IT Senior Helpdesk Technician
Are you a hands‑on, solutions‑driven IT professional who thrives in a fast‑paced, collaborative environment? ENPOINTE is looking for an experienced IT Senior Helpdesk Technician to deliver exceptional technical support, maintain critical systems, and help drive the stability and growth of our IT infrastructure.
In this role, you’ll work closely with teammates across the organization to provide prompt, professional support and actively contribute to shared responsibilities in system administration, network operations, and ongoing technology initiatives.
If you love solving problems, improving systems, and delivering top‑tier customer service, we’d love to meet you.
What You’ll Do
- Collaborate as a key member of the support team to provide technical assistance for all ENPOINTE users.
- Provide technical and troubleshooting support related to computer software, hardware, mobile devices & other technology products and tools to staff.
- Diagnose technology issues, resolve issues immediately or escalate to appropriate support staff by telephone, email, in person or through remote interaction with user’s workstation.
- Managing and prioritizing incidents in a timely manner, ensuring timely resolution
of help desk tickets, and minimizing downtime, tracking and documenting issues, and escalating complex technical problems to appropriate teams when necessary. - Managing and responding to IT Support phone line. Entering tickets on behalf of users when needed.
- Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.
- Maintain accurate records.
- Deploy software updates.
- Maintain strict privacy policies.
- Remain informed about policies and guidelines and assist with compliance.
- Document and log technical problems as appropriate.
- Process submitted forms, confirming proper administrative approval and granting access to administrative services and file storage when appropriate.
- Assist in the development of technical support and procedural documentation.
- Assist in the maintenance of the Help Desk web presence.
- Assist with system implementations as needed, including limited overtime.
What You Bring
- Ability to work with people of varied technological skills
- Ability to understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience.
- Ability to maintain confidentiality.
- Ability to use rigorous logic and methods to solve technical problems with effective solutions.
- Ability to demonstrate effective communication skills in both written and verbal formats.
- Possess strong interpersonal skills and commitment to customer satisfaction.
- Ability to learn new technologies and implement them.
- Exceptional teamwork and collaboration skills.
- Knowledge of computing functions for Windows-based PCs; basic knowledge of Mac computers.
- Knowledge of basic software packages, such as Microsoft Office products, Adobe products.
- Fluent in Microsoft Office Suite.
- Knowledge of networking fundamentals and troubleshooting including cabling, subnetting, DNS, and IP Addressing.
- Experience with Windows Server based operating systems.
Pay Range
Annual salary base rate of $55,000-$65,000/year
Benefits
Our benefits package includes medical, dental, vision, disability & life insurance, 401(k)
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