Senior Help Desk Technician
Solved IT Services LLC · Paterson, NJ, United States ·
COMPENSATION
€•• – ••k
Listed on WeAreDevelopers
- Senior level position
- Microsoft 365 & Azure
- PowerShell automation
- On-call rotation
- Mentoring responsibilities
This role requires deep troubleshooting expertise across enterprise infrastructure, including virtualization, backup, and security tooling. You will lead technical bridges for major incidents, execute root-cause fixes, and maintain high-quality documentation standards.
You will also drive automation improvements to reduce recurring toil and provide structured coaching to Support Technician I and II peers. Participation in a weekly on-call rotation is required to provide after-hours coverage.
What you'll do
- Lead high-severity incident response and coordinate across teams
- Execute root-cause fixes and post-incident preventive work
- Maintain and improve runbooks and knowledge base content
- Drive automation improvements to reduce recurring manual tasks
- Provide technical coaching and enablement for junior technicians
- Investigate complex client problems as part of Problem Management
- Model ticket documentation and closure standards for the team
- Participate in weekly on-call rotation for after-hours coverage
What you'll need
- Deep expertise in enterprise networking and Windows Server
- Proficiency with Microsoft 365, Azure, and Entra ID
- Experience with virtualization, backup, and disaster recovery
- Strong analytical thinking and root-cause analysis skills
- Excellent verbal and written communication abilities
- Proficiency with ConnectWise PSA, RMM, and IT Glue
- Strong working knowledge of ITIL practices
- Ability to coach and mentor peer support technicians
Stack
- Microsoft Windows
- Confluence
- Microsoft Azure
- Windows Servers
- Windows PowerShell
- Virtualization Technology
- ConnectWise PSA
- ConnectWise RMM
- IT Glue
How you'll work
- Weekly on-call rotation required
- After-hours coverage as backup service