Senior Help Desk Technician

Our client, a highly respected A-rated P&C Insurance Company, is seeking an experienced Senior Help Desk Technician to join their growing IT department. This is an exciting opportunity to play a key role in providing technical support to end-users, ensuring reliable IT operations, and mentoring junior technicians. The ideal candidate will bring strong problem-solving skills, technical expertise, and excellent communication abilities to help drive the company’s IT support strategy forward.Key Responsibilities:Diagnose and resolve complex system, application, and connectivity issues in a timely manner, escalating when necessary.Manage help desk ticketing systems, ensuring accurate documentation, prioritization, and resolution of support requests.Install, configure, and maintain desktop systems, laptops, mobile devices, and peripheral equipment.Collaborate with system administrators, network engineers, and IT leadership to escalate issues, implement fixes, and improve processes.Assist with user onboarding, account provisioning, and security/access management in compliance with company policies.Develop and maintain knowledge base articles, user guides, and documentation to streamline support.Stay current with industry best practices, security protocols, and emerging IT technologies to enhance support services.Qualifications / Requirements:5 – 8+ years of hands-on IT support/help desk experience, with strong knowledge of Windows and Mac operating systems, Microsoft 365, Active Directory, and networking fundamentals.Proven experience troubleshooting desktops, laptops, printers, and mobile devices in a corporate environment.Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk, with strong documentation skills.Strong customer service and communication skills with the ability to explain technical issues to non-technical users.Bachelor’s degree in Information Technology, Computer Science, or a related technical field is preferred.Salary / Benefits:$85,000 to $100,000+ annual base salary plus 10–20% performance bonusFlex schedule and ability to work remote several days per weekExtremely competitive Medical, Dental, Vision, and Life insurance plansEmployer matching 401(k) planGenerous PTO plan