Senior IT Help Desk

Description

• Assist with office moves, hardware refreshes, and technology deployments as needed
• Maintain and improve IT documentation, standard operating procedures, and user-facing knowledge base articles
• Patch coordination
• Participate in security initiatives by supporting endpoint protection, phishing response, and access audits in coordination with IT leadership
• Collaborate with vendors, MSPs, and internal teams to resolve escalated issues and support ongoing IT initiatives
• Serve as an escalation point for Tier 1 and Tier 2 help desk issues involving:
• Assist with device lifecycle management:
• Provide on-call or after-hours support for critical incidents when required
• Support user identity and access management, including:
• Provide guidance and mentorship to junior help desk analysts to improve consistency, documentation quality, and resolution efficiency
• Troubleshoot and resolve complex hardware, software, and connectivity issues with minimal downtime

Requirements

• MFA enforcement and authentication troubleshooting
• Advanced troubleshooting and problem resolution
• Proficiency with Windows and macOS administration and troubleshooting
• Experience supporting enterprise security controls, including MFA and endpoint protection
• Strong experience supporting Microsoft 365 and enterprise identity environments
• Strong troubleshooting, documentation, and customer-service skills
• Working knowledge of endpoint management tools (e.g., Intune or similar MDM platforms)
• Ability to prioritize workload, manage escalations, and communicate effectively with both technical and non-technical users
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Benefits

• Veteran-Friendly Workplace: TRP Infrastructure proudly supports the employment of military veterans, members of the National Guard, and military spouses. Qualified individuals with relevant military training or experience are encouraged to apply
• Health Insurance
• Vision Insurance
• Reasonable Accommodations: TRP Infrastructure is committed to providing reasonable accommodations to qualified individuals with disabilities and to disabled veterans throughout the application and employment process, in accordance with applicable laws
• New hire onboarding and offboarding
• Short-Term Disability Insurance
• Dental Insurance
• Long-Term Disability Insurance
• Life Insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance