Senior Help Desk Specialist
Job Description
Job Title: Senior Help Desk Specialist
Location: Madison, WI 53713
Duration: 12 Months
Position Summary
We are seeking a Senior Help Desk Specialist to lead and support IT service operations, ensuring the smooth delivery of technical support for end users. This senior-level role is ideal for an experienced IT professional who thrives in problem-solving, mentoring junior staff, and managing escalated technical issues.
The Senior Specialist will act as an escalation point for complex issues, contribute to IT service improvements, and ensure compliance with ITIL best practices.
Key Responsibilities
·Act as the primary escalation point for Tier 1 and Tier 2 issues, providing advanced troubleshooting for:
- Hardware/Desktop Issues – 8.53%
- Email Issues – 7.54%
- Software/Application Issues – 4.71%
- Printer Issues – 4.15%
- Security/Access Issues – 1.32%
- Network/Connectivity Issues – 9.51% of workload
- Lead incident management and root cause analysis for recurring technical problems.
- Provide mentorship and guidance to Help Desk Representatives, ensuring consistent service delivery.
- Monitor, manage, and improve ticketing workflows (ServiceNow, Jira, Zendesk, or equivalent).
- Develop and maintain knowledge base documentation and IT support playbooks.
- Collaborate with cross-functional IT teams on system updates, deployments, and rollouts.
- Assist in IT governance and compliance for municipal/government/utility environments.
- Contribute to process improvements by recommending automation, new tools, and ITIL-aligned practices.
Qualifications
Required Qualifications
- 5+ years of experience in IT Help Desk, Technical Support, or Service Desk roles.
- Strong expertise in Windows OS, Office 365, networking fundamentals, and Active Directory administration.
- Proficiency with ServiceNow, Jira, Zendesk, or equivalent ticketing systems.
- Demonstrated ability to troubleshoot complex, multi-layered issues across hardware, software, and networks.
- Strong leadership, mentoring, and communication skills.
- Experience managing escalations and coordinating across multiple IT teams.
Preferred Qualifications
- ITIL Foundation Certification (or equivalent knowledge of ITIL processes).
- Prior experience supporting government, municipal, or utility sector IT environments.
- Exposure to enterprise IT projects, deployments, and system migrations.
- Familiarity with cybersecurity fundamentals and access management.
Work Environment
- Office or hybrid setting based on business needs.
- May require occasional after-hours or weekend support.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Average salary estimate
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