Senior Help Desk Associate

Position Responsibilities:

• Serve as a Level 3 escalation resource for complex, high-impact, recurring end-user issues and operations.
• Take ownership of major incidents, coordinating resolution efforts with Infrastructure and Application teams as needed.
• Identify recurring support issues, process gaps, and service risks, then recommend improvements that reduce repeat work and strengthen the user experience.

Systems, Devices & Access Management:

• Support endpoint lifecycle management, including provisioning, configuration, deployment, imaging and decommissioning of Windows, mobile (MDM) and MacOS devices.
• Administer and troubleshoot identity and access management processes, including account provisioning, permissions, and MFA.
• Assist with onboarding and offboarding activities, ensuring security, compliance, and least-privilege access standards are followed

Knowledge Sharing & Continuous Improvement:

• Identify recurring issues and partner with leadership to improve help desk processes, workflows, service delivery metrics, and long-term technical solutions.
• Contribute to and maintain high-quality documentation and knowledge base articles to improve first-contact resolution and reduce repeat incidents.
• Share expertise with junior help desk associates through informal mentoring, technical guidance, and review of complex tickets.