Job Summary
The Senior Help Desk Technician is responsible for providing top-tier IT support, managing escalations, and making improvements in the help desk environment. This role involves overseeing day-to-day support tasks, ensuring secure and efficient IT operations, and mentoring junior technicians. Successful candidates will demonstrate in-depth technical expertise, exceptional customer service skills, and a commitment to continuous improvement.
Key Responsibilities:
Ticket Management & Escalations
- Promptly manage help desk tickets, responding to and resolving user issues in accordance with SLAs and company policies.
- Serve as an escalation point for complex technical issues, collaborating closely with junior staff to guide problem resolution.
Security & Compliance
- Follow and enforce security protocols and best practices to protect company data and systems.
- Oversee proper usage of access control, patch management, and antivirus/antimalware tools, escalating any potential breaches.
Hardware & Software Support
- Install, monitor, and troubleshoot hardware and software, including third-party applications, to ensure stable and secure system performance.
- Plan and implement device upgrades for office workstations, servers, and network equipment.
- Image and deploy hardware/software for new hires and acquisitions, maintaining accurate documentation.
Infrastructure & Network
- Support server room maintenance, including UPS Backup batteries and server room cabling.
- Diagnose and resolve LAN/WAN/VPN issues, including network performance and connectivity.
- Perform basic administrative tasks on Microsoft Windows servers (2012 R2/2016/2019/2022), including DNS, Active Directory, and virtualization platforms (Hyper-V).
Email & Collaboration Tools
- Provide advanced support for email-related issues in Office 365 (O365) and related applications.
- Use remote control tools to assist end-users and troubleshoot problems efficiently.
CCTV Management
- Oversee the setup, maintenance, and troubleshooting of CCTV systems to ensure continuous monitoring and security compliance.
Asset Management
- Manage IT assets (PCs, printers, and other equipment) by ensuring correct tagging, licensing, and recordkeeping.
- Oversee software licensing to ensure compliance with company policies and legal requirements.
Documentation & Knowledge Sharing
- Create and maintain network, hardware, and software documentation for various systems.
- Share best practices, tips, and solutions with the help desk team to promote continuous improvement.
Leadership & Mentorship
- Mentor and guide junior help desk technicians, providing training and feedback to develop their technical and customer service skills.
- Assist in defining help with desk processes and suggesting enhancements to optimize efficiency.
Planning & Organization
- Plan, prioritize, and complete work to meet established objectives and project timelines.
- Contribute to the evaluation and implementation of new technologies that improve the overall support ecosystem.
Job Requirements:
Experience & Education
- Minimum of 5+ years of IT support experience; prior experience in a senior or lead role preferred.
- Relevant certifications (CompTIA A+, Network+, Microsoft, etc.) are a plus.
Technical Skills
- Proficient in Microsoft Desktop Operating Systems (Windows 10/11).
- Solid knowledge of Microsoft Windows Server (2012 R2/2016/2019/2022), including DNS, Active Directory, and Group Policy.
- Experience with Office 365 Suite (e.g., O365 Outlook, desktop/web apps) and related collaboration tools.
- Ability to troubleshoot LAN/WAN technologies, VPNs, and firewall configurations.
- Familiarity with IP networking, DHCP, Wi-Fi, and general PC hardware/printer troubleshooting.
- Experience with help desk support and ticketing systems.
Customer Service & Communication
- Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving abilities and an initiative-taking approach to issue resolution.
Additional Skills
- Bilingual (Spanish) is a plus.
- Must be authorized to work in the United States.
- Willingness to work occasional overtime (after‑hours or weekend support) when business needs require.
- Willingness to travel occasionally to remote offices or project sites as needed.
Personal Attributes
- Strong organizational skills and attention to detail.
- A proactive mindset with the ability to manage multiple priorities and deadlines.
- Team-oriented, with demonstrated ability to collaborate effectively across departments.
What We Offer
Advanced Ground Systems Engineering (AGSE) offers an excellent benefits package, which includes healthcare, a 401(k) plan, and tuition reimbursement. To learn more about AGSE and our products or services, please visit us on the internet at www.agsecorp.com.
AGSE is required by law in certain jurisdictions to include a pay scale in the job posting for this position. "Pay scale" means the salary or hourly range that AGSE reasonably expects to pay for this position; it is neither a promise nor a guarantee of the compensation that the successful candidate will receive. The pay scale for this position considers the wide range of factors that AGSE considers in making compensation decisions, including, without limitation: skill set, experience, and training, licensure and certifications, and other business and organizational needs. Please note that it is not typical for AGSE employees to be at or near the top of the pay scale for their role - especially as a new hire - and compensation decisions are dependent on the facts and circumstances of each case. Subject to the foregoing, the current pay scale for this position is $ 80,000-$85,000 per year.
Job Type: Full-Time Employment
Pay: $85,000.00-$90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- FSA “Flexible Spending Account”
- Health insurance
- Life insurance
- Paid time off.
- Tuition reimbursement
- Vision insurance
Schedule: