Spectrum Comm
Senior Help Desk Technician
The Senior Help Desk Technician serves as the primary point of contact for advanced technical support at a secure government facility in Jacksonville, Florida. This role provides Tier 23 troubleshooting, supervises day-to-day help desk operations, and ensures timely resolution of IT service requests. The position requires both technical expertise and leadership ability to manage priorities, coordinate escalations, and deliver high-quality end-user support in accordance with established service standards. Key responsibilities include: Overseeing daily help desk activities, ensuring effective handling of service tickets and adherence to resolution timelines. Providing advanced technical support for desktops, laptops, peripherals, and approved mobile devices. Performing hardware and software installations, upgrades, and system configurations. Ensuring compliance with security and configuration baselines for all end-user devices. Serving as a liaison with enterprise-level IT teams for escalated issues or specialized support needs. Mentoring and assisting junior help desk staff, providing guidance on troubleshooting methods and customer service best practices. Maintaining accurate documentation of support activities, resolutions, and asset inventory.
The Senior Help Desk Technician serves as the primary point of contact for advanced technical support at a secure government facility in Jacksonville, Florida. This role provides Tier 23 troubleshooting, supervises day-to-day help desk operations, and ensures timely resolution of IT service requests. The position requires both technical expertise and leadership ability to manage priorities, coordinate escalations, and deliver high-quality end-user support in accordance with established service standards. Key responsibilities include: Overseeing daily help desk activities, ensuring effective handling of service tickets and adherence to resolution timelines. Providing advanced technical support for desktops, laptops, peripherals, and approved mobile devices. Performing hardware and software installations, upgrades, and system configurations. Ensuring compliance with security and configuration baselines for all end-user devices. Serving as a liaison with enterprise-level IT teams for escalated issues or specialized support needs. Mentoring and assisting junior help desk staff, providing guidance on troubleshooting methods and customer service best practices. Maintaining accurate documentation of support activities, resolutions, and asset inventory.