Senior Help Desk Technician
3 Months ago • 5 Years +
Customer Service
Job Description
As a Senior Help Desk Technician at Lightcast, you will be a critical part of our IT support team, providing technical assistance and support to employees. You will be responsible for resolving complex hardware and software issues, leading incident management, mentoring junior team members, contributing to the IT knowledge base, and ensuring security compliance. This role requires excellent problem-solving skills and a customer-focused attitude. You'll work in a hybrid environment, supporting a global company with offices in multiple countries.
Good To Have:
- Familiarity with macOS and Linux
- IT certifications are desirable
- Familiarity with ITIL frameworks
Must Have:
- Provide advanced technical support to end-users
- Lead the management of IT incidents
- Mentor and train junior help desk technicians
- Contribute to IT knowledge base
- Ensure compliance with security policies
- Proficiency in Microsoft Windows and Office
- Excellent problem-solving skills
- Strong communication skills
As a Senior Help Desk Technician at Lightcast, you will be a critical part of our IT support team, providing technical assistance and support to employees. This career-level role is designed for an experienced IT professional with a deep understanding of IT systems, excellent problem-solving skills, and a passion for delivering exceptional customer service. You will lead technical initiatives and mentor junior team members.
Major Responsibilities:
- Technical Support: Provide advanced technical support to end-users, resolving complex hardware and software issues and ensuring high-quality support.
- Incident Management: Lead the management of IT incidents, including troubleshooting, resolution, and escalation when necessary.
- Mentorship: Mentor and train junior help desk technicians, sharing knowledge and best practices.
- Knowledge Base: Contribute to developing and maintaining the IT knowledge base, ensuring that common issues are documented for easy reference.
- Problem Resolution: Take ownership of complex technical problems, drive them to resolution, and collaborate with other IT teams when needed.
- Documentation: Maintain accurate records of support requests, technical issues, and solutions in the help desk tracking system.
- Security Compliance: Ensure compliance with security policies, procedures, and standards and assist in enforcing security measures.
Skills/Abilities:
- Proficiency in Microsoft Windows and Office and familiarity with macOS and Linux.
- Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
- Strong communication and interpersonal skills with a customer-focused attitude.
- IT certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified IT Professional) are highly desirable.
- Familiarity with ITIL or other IT service management frameworks is advantageous.
Education and Experience:
- Bachelor’s degree in information technology, computer science, or related field.
- 5+ years of experience in IT support, with a strong background in troubleshooting hardware and software issues.
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.
Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.
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