Senior Help Desk Technician

Infrastructure and Support at HFS Solutions

HFS Solutions is a growing IT company that connects people and offers Recruitment, IT, and Facility Management services to enhance business success. As a Senior Help Desk Technician, you will provide critical technical support and resolve complex IT issues to keep our remote operations running without interruption.

Senior Helpdesk Technician provide first-tier troubleshooting for software, hardware, classroom technology, printing, network connectivity, and policy-related issues, delivering solutions in a friendly and professional manner. Responsibilities include diagnosing and resolving technical issues through phone, email, chat, coordinating with relevant departments, and other assigned duties. These positions offer an opportunity to bring your passion for technology and commitment to process improvement to enhance operations while expanding your technical skills. With a positive attitude and strong communication skills, you will play a critical role in ensuring a seamless experience for users and fostering a collaborative and efficient support environment.

Essential Job Duties:

Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system

Lead and support our helpdesk environment for managed service clients

Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success

Provide above and beyond support to our clients and respond to queries for technical assistance in person, via phone, or electronically as required

Provide training and support to clients during the onboarding process to ensure they understand how to effectively use their new IT systems and services.

Develop project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines

Install, configure, diagnose, test, and resolve technical hardware and software issues

Maintain and update written client and process documentation to ensure effective knowledge management

Provide mentorship and guidance to Tier I and Tier II service desk technicians, fostering a collaborative and knowledgeable team environment

Contribute to the development and improvement of IT service management processes and practices

Evaluate and anticipate IT trends, recommend strategies, and implement improvement initiatives

Required Skills & Abilities:

Ability to effectively communicate technical concepts with a variety of customer user types.

Ability to quickly diagnose and resolve technical issues.

Ability to understand and follow oral and written instructions and protocols.

Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.

Ability to work with minimal supervision.

Ability to remotely in a dedicated, private, secure space with reliable internet access.

Working knowledge of help desk software, databases, and remote control

Strong interpersonal and customer service skills.

Strong problem-solving and critical-thinking skills.

Strong teamwork skills to help other technical support workers.

Flexibility to work a variety of shifts with minimal notice.

Willingness to learn new technologies and systems.

Willingness to learn and work in a team environment.

Minimum Qualifications:

High school diploma or equivalent.

A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.

Preferred Qualifications:

Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.

Associate’s degree or bachelor’s degree in computer science or a related field

2-5 years of related desktop experience.

Benefits and Perks

• Life & disability insurance

• Mental health support

• Private Pension

• Paid sick leave

• Flexible working hours

• Home Office

• Remote work

• Company laptop

• Home Office Equipment

Compensation

USD 5,800–7,500 per month