Senior Help Desk Technician

TISTA Science and Technology Corporation is currently seeking a Senior Help Desk Technician to be the go-to expert for resolving escalated technical issues, managing help desk operations, and ensuring exceptional service delivery. This role requires a proactive problem-solver who can diagnose complex problems, provide guidance to junior technicians, and maintain system integrity across all platforms.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

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Provide advanced troubleshooting for product related issues.
• Assist in completion of Tier 1 and Tier 2 tickets.
• Mentor and train junior help desk staff to enhance team capabilities.
• Manage and prioritize incoming service tickets, ensuring timely resolution and customer satisfaction.
• Collaborate with other team members to implement and maintain product improvements.
• Create and update documentation for help desk processes, solutions, and FAQs.
• Monitor system performance and proactively address potential issues.
• Ensure compliance with company IT policies, security standards, and best practices.
• Participate in on-call rotation and provide after-hours support when needed.

• Minimum of 5 years in a help desk or IT support role, with at least 2 years of experience supporting Tier 2 tickets.
• Proficiency in Windows
• Experience with Active Directory, Office 365, and enterprise-level ticketing systems.
• Familiarity with ITIL processes and frameworks is a plus.
• Self-motivated and able to appropriately manage time in a remote setting.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• A proactive approach to learning and adopting new technologies.
• Commitment to delivering outstanding customer service.

Education:

• Associate or Bachelor's degree in Information Technology, or a related field (or equivalent experience).

Certifications:

• CompTIA A+, Network+, or equivalent certifications preferred.

Clearance:

• The ability to obtain a government moderate background security clearance.

Location:

• Remote, USA

Pay Range:

• The pay for this position ranges from $45,500 to $55,000
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/