Sr. Helpdesk Specialist
Fort Worth, TX 76120 United States
Job Description
Sr. Helpdesk Specialist
12+ months contract
Fort Worth, TX 75261
We're seeking a technically minded problem solver who can thrive in a dynamic environment where standard flowcharts don't dictate solutions.
You'll be responsible for:
- Delivering technical support through phone and walk-up channels, requiring independent critical thinking and creative troubleshooting approaches
- Resolving both routine and complex issues across Windows and Microsoft environments without relying on predefined scripts
- Demonstrating adaptability by finding innovative solutions for unique technical challenges
- Contributing to and maintaining our knowledge base with practical, experience-driven solutions
Technical Expertise Required:
Proven hands-on experience troubleshooting:
- Windows 10/11 operating systems and Microsoft 365 ecosystem
- Network connectivity issues at both basic and advanced levels
- Hardware connectivity and compatibility challenges
- Mac OS & iOS devices
- Complex application interactions and system crashes
Tools & Systems Experience:
- Proficiency with Remedy, Genesys, Active Directory
- Working knowledge of Azure, PowerShell, SharePoint, and SCCM Remote Control Viewer
- Experience with documentation and ticket management systems
Key Qualifications:
- Associate’s degree with 5+ years of professional technology support experience
- Must be eligible for CJIS certification
Assessment Process:
Candidates should be prepared to:
- Participate in technical scenario discussions where they explain their troubleshooting methodology
- Demonstrate problem-solving abilities through real-world technical challenges
- Share examples of complex issues they've resolved through independent analysis
Please note: This role requires independent technical thinking and creative problem-solving. If you rely heavily on predefined solutions or step-by-step guides, this position may not be suitable.