Senior Help Desk Technician

Position Overview

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 2–3 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

• Oversee daily help desk activities, ensuring effective handling of service tickets and adherence to resolution timelines.
• Provide advanced technical support for desktops, laptops, peripherals, and approved mobile devices.
• Perform hardware and software installations, upgrades, and system configurations.
• Ensure compliance with security and configuration baselines for all end-user devices.
• Serve as a liaison with enterprise-level IT teams for escalated issues or specialized support needs.
• Mentor and assist junior help desk staff, providing guidance on troubleshooting methods and customer service best practices.
• Maintain accurate documentation of support activities, resolutions, and asset inventory.

Requirements

Required Qualifications

Certifications

Security Requirements

Benefits