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Senior Help Desk Technician

Senior Help Desk Technician

Spectrum Comm IncJacksonville, FL, US
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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

  • Associate’s or Bachelor’s degree in IT-related field, or equivalent combination of education and experience.
  • 4+ years of experience in help desk or desktop support roles, with at least 1 year in a senior or lead capacity.
  • Strong knowledge of Microsoft Windows, Office 365, and basic networking concepts.
  • Familiarity with device imaging tools, ticketing systems, and cybersecurity compliance requirements.

    • Certifications

  • CompTIA Security+, Network+, or similar certification required.
  • Additional vendor certifications in Microsoft, Cisco, or ITIL best practices preferred.

    • Security Requirements

  • Must be eligible for a U.S. Government security clearance at the Secret level.
  • Must complete mandated cybersecurity and privacy training prior to accessing systems.

    • Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Wellness Resources
  • Stock Option Plan
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