Digital Enterprise Architect – Applications
RTX
AWSAzureCloud
Senior IT Helpdesk Specialist
PrePass
full-time
Posted on:
Location Type: Hybrid
Location: Phoenix • Arizona • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
AndroidiOSMacOS
About the role
- **About the Role**The Senior IT Helpdesk Specialist serves as the primary escalation point for complex technical issues, ensuring timely resolution and exceptional customer service. This role involves advanced troubleshooting, mentoring junior technicians, and improving IT processes. The specialist will manage hardware, software, and network-related issues across Windows and macOS platforms, iOS and Android devices, and Office 365 services, ensuring minimal downtime and optimal system performance. This is a hybrid role based at our downtown Phoenix office.
- **Advanced Technical Support**
- - Diagnose and resolve complex hardware, software, and network issues for Mac and PC systems, as well as iOS and Android devices, both remotely and on-site.
- - Handle escalated tickets from Level 1 and Level 2 support teams.
- **System Administration & Tools**
- - Manage user accounts, permissions, and security settings in Office 365 and Active Directory.
- - Administer and support Jira Service Management for ticketing and workflow.
- - Manage Apple Business Manager for macOS and iOS device enrollment and provisioning.
- - Configure and maintain Microsoft Intune for device management and compliance across Windows, macOS, iOS, and Android.
- **Office 365 Support**
- - Provide advanced support for Microsoft 365 apps and services (Exchange Online, Teams, SharePoint, OneDrive).
- - Assist with mailbox management, distribution lists, and security policies.
- **Process & Documentation**
- - Maintain accurate records in the ticketing system, documenting resolutions and best practices.
- - Develop and update knowledge base articles and technical documentation for cross-platform and Office 365 support.
- **Collaboration & Mentorship**
- - Provide guidance and training to junior helpdesk staff.
- - Collaborate with infrastructure, security, and application teams to resolve systemic issues.
- **Continuous Improvement**
- - Identify recurring issues and recommend process or technology improvements.
- - Participate in IT projects, system upgrades, and deployment initiatives for multi-platform environments.
Requirements
- Qualifications**Education**
- - Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- **Experience**
- - 4–6 years in IT helpdesk or technical support roles, with at least 2 years in a senior or escalation capacity.
- **Technical Skills:**
- - Strong knowledge of Windows and macOS environments, Office 365 administration, and networking fundamentals.
- - Proficiency with Jira Service Management, Apple Business Manager, and Microsoft Intune.
- - Experience supporting iOS and Android mobile devices.
- - Familiarity with security best practices and endpoint protection tools.
- **Certifications (Preferred)**
- - CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.
- - Apple Certified Support Professional (ACSP) or equivalent is a plus.
- **Soft Skills**
- - Excellent problem-solving, communication, and organizational skills.
- - Ability to work independently and mentor team members effectively.
Benefits
- **How We Will Take Care of You**
- - Robust benefit package that includes medical, dental, and vision that start on date of hire.
- - Paid Time Off, to include vacation, sick, holidays, and floating holidays.
- - 401(k) plan with employer match.
- - Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
- - Tuition Reimbursement Program.
- - Voluntary benefits, to include but not limited to Legal and Pet Discounts.
- - Employee Assistance Program (available at no cost to you).
- - Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
- - Community Give-Back initiatives.
- - Culture that focuses on employee development initiatives.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
advanced troubleshootinghardware managementsoftware managementnetwork managementOffice 365 administrationWindows environmentmacOS environmentiOS supportAndroid supportnetworking fundamentals
Soft skills
problem-solvingcommunicationorganizational skillsmentoringcollaborationindependent workcustomer serviceprocess improvementtechnical documentationtraining
Certifications
CompTIA A+CompTIA Network+CompTIA Security+Microsoft Certified: Modern Desktop Administrator AssociateApple Certified Support Professional
