Spectrum Comm Inc
Jacksonville, Florida
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.
Benefits
- 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
