Senior Support Desk Engineer

Position Overview

The Senior Support Desk Engineer plays a critical role in the technical support team, acting as the escalation point for complex technical issues that cannot be resolved by initial support. This position requires a strong understanding of the company's products, services, and systems, as well as excellent troubleshooting and customer service skills. The Senior Support Desk Engineer works closely with support staff, development teams, and other technical specialists to ensure timely and effective resolution of customer issues.

Essential Functions

• Provide advanced technical support for software, hardware, and network-related issues escalated from initial support.
• Asset tracking and inventory management, keeping track of all IT assets, including hardware, software and contracts, and maintaining accurate records.
• Diagnose, troubleshoot, and resolve complex customer problems via phone, email, chat, or remote access tools.
• Ensure that all support activities, resolutions, and customer communications are thoroughly documented within the ticketing system.
• Work in partnership with the Infrastructure and Application Development teams to assist with the resolution and escalation of product bugs or systemic issues.
• Management and execution of deployment requests.
• Assist in creating and updating technical documentation, knowledge base articles, and FAQs.
• Offer technical instruction and support to Service Desk team members.
• Participate in root cause analysis and provide feedback for product and process improvements.
• Ensure timely follow-up and communication with customers regarding issue status and resolution.
• Keep up to date with IT products, services, and trends to ensure platforms remain modern and relevant in your planning.
• Collaborate closely with operations engineers during escalations involving complex, non‑routine, or systemic technical issues.

Job Requirements

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in technical support or IT helpdesk role.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency of System Software (Windows and IOS), networking protocols, and application software including General Purpose, Customized and Utility applications.

o M365

o Share Point

o Copilot

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills.
• Ability to work independently and within a team environment.
• Customer-focused attitude and ability to manage challenging situations professionally.
• Experience with ticketing systems and remote support tools, Jira experience is a plus.
• Technical certifications (e.g., CompTIA, Microsoft) are a plus.
• Experience supporting enterprise-level clients or mission-critical environments.
• Knowledge of cloud technologies, virtualization, and cybersecurity concepts.
• Ability to handle multiple tasks and prioritize effectively under pressure.
• Strong desire for continuous learning and professional development.

Work Environment and Physical Demands

• Inside climate-controlled office building
• Prolonged sitting and using a PC
• <10% Travel
• Ability to lift 25lbs

Department Overview

HAI Group's Information Technology department is responsible for delivering business solutions through effective program execution of key business and operational initiatives across the organization, following Scaled Agile Frameworks' (SAFe) principles.

The Information Technology Department works closely with internal and external business partners using their subject matter expertise to strategically invest in information systems and infrastructure across the enterprise. Flexible and adaptive to customer needs, the Information Technology Team takes a broad view of the HAI Group enterprise; contributing research and development to strengthen and add value to business operations.

Information Technology develops its team in both the technical and leadership career paths to support customers while meeting the development needs of the team. Highly responsive, the team continually explores best practices and their application to growing the HAI Group enterprise.

Company Overview

HAI Group® , is the nation’s leading property-casualty insurance company founded by and dedicated to affordable housing organizations. While we are recognized as a pioneer of affordable housing insurance programs, insurance is not our only strength. We protect, preserve, and promote the sustainability of affordable housing with an array of products and services that support the challenges housing organizations face. Besides insurance, we offer risk management services, online training, and consulting services used by more than 1,500 housing organizations nationwide. Headquartered in Cheshire, Connecticut, HAI Group® was recognized as a Top Workplace from 2020-2025.

Cultural Objective

HAI Group contributes to a culture that creates a safe and healthy working environment and a space of inclusiveness and belonging for all by: exceeding our customers’ expectations, working collaboratively across the organization, embracing diversity, and demonstrating mutual respect and empathy.

HAI Group Benefits and Perks

• Bonus program eligibility
• Annual merit program
• Outstanding 401(k) program and non-elective contribution
• Flexible work schedules
• Generous paid time off, paid volunteer days and paid holidays
• Medical, vision and dental Insurance
• Company paid life, AD&D, short-term disability, and long-term disability coverage
• HSA, FSA and dependent care options
• On-Site wellness: Full gym and locker rooms, wellness initiatives, outdoor basketball and tennis court, picnic pavilion area
• Tuition reimbursement and loan repayment
• Professional development
• Community outreach

HAI Group is an Equal Opportunity Employer.

HARRG Inc., reserves the right to fill this position at a level above or below the level included in this posting.

No agency submissions please. Resumes submitted to any HAI Group employee without a current, signed, and valid contract in place with the HAI Group Recruiting team for this position will become the property of HAI Group and no agency fees will be paid.