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.
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.
- 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
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Provide onsite Tier 1-2 IT support at a secure government healthcare facility ensuring smooth IT operations and high service standards.
Contribute to national security by leading infrastructure observability and optimization as a Site Reliability Engineer at Lawrence Livermore National Laboratory.
Lead the proactive servicing strategy and enterprise device health program at American Express to enhance colleague experience through data-driven insights and service excellence.
Technica is hiring a mid-level Systems Engineer to manage and support network infrastructure for the FBI’s Enterprise Vetting Center in Winchester, VA.
Lead cybersecurity risk management projects and ensure the security posture of Truist’s business units as an Information Security Officer.
Lead the analysis and integration of new train control system data and applications for the SFMTA’s transformative Train Control Upgrade Project as a Principal IS Business Analyst.
Lead enterprise architecture initiatives for a dynamic transformation project, aligning technology with business goals in a hybrid role based near Denver, Colorado.
Manage large-scale technology procurement, inventory, and support operations for On Location's FIFA World Cup 2026 hospitality program.
Experienced Mainframe System Architect needed at Capgemini to lead innovative architecture solutions for a major US insurance provider.
Brown & Brown is looking for a seasoned Senior Solution Application Architect to lead cloud-based enterprise solutions development and security in Daytona Beach, FL.
Serve as a Service Desk Analyst at Kodiak IT, delivering essential onsite and remote technical support to enhance productivity and security.
Peraton is looking for a skilled Local Registration Authority to manage PKI infrastructure and support secure identity verification processes at Offutt AFB.
The Associate Technical Analyst role at enGen involves collaborating with technical and business teams to ensure high-quality delivery of application components and process improvements in a healthcare-focused setting.
AbbVie is looking for an experienced Salesforce Quality Management Technical Specialist to lead and deliver innovative SaaS solutions remotely.
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
