Senior IT Customer Support

About This Role

This role is for an experienced, detail-oriented Support Desk Analyst to join a technical operations team, functioning as a dedicated remote-triage and inbound service desk position. The work involves resolving infrastructure, software, and identity management issues via digital enterprise channels without requiring localized floor walking or face-to-face desktop support. The selected candidate will also play an active role in service desk administration.

Responsibilities

• Serve as the primary author and communicator for customer-facing alerts, drafting, coordinating, and broadcasting clear, non-technical notifications regarding scheduled maintenance windows and real-time updates during unexpected system outages
• Actively track, assign, and route incoming tickets within the centralized queue
• Perform routine audits of active records to systematically flag, escalate, or remediate delinquent, coming-due, or past-due tickets to safeguard Service Level Agreements (SLAs)
• Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely
• Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults
• Provide structured, remote step-by-step guidance to walk end-users through peripheral verification and network device troubleshooting
• Execute centralized application deployments and updates

Requirements

• Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application
• Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments
• Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep
• Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms:
• Courteous, prompt, and grammatically precise real-time chat etiquette for fluid text-based troubleshooting and collaborative inner-team routing
• Excellent phone presence, active listening skills, and the capacity to guide distressed users through logical technical paths calmly
• Ability to craft highly structured, professional, and clear instructional technical guides and enterprise-wide advisories

Nice to have:

• Comprehensive enterprise support and administration history involving the Windows 11 desktop environment
• Advanced application troubleshooting proficiency spanning the full suite of Microsoft Office products (Word, Excel, Outlook, PowerPoint, and Teams)