Job Description

Position Overview:

At Critical Project Services, we are dedicated to delivering exceptional IT support and driving continuous improvement across our technology landscape. We are seeking a Senior IT Help Desk Analyst to lead and enhance our help desk operations, mentor junior technicians, and serve as a key liaison between IT and business stakeholders. This role requires a seasoned professional with deep technical expertise, strong leadership capabilities, and a passion for customer service excellence.

Key Responsibilities:

Lead day-to-day help desk operations, ensuring timely and effective resolution of technical issues.

Serve as an escalation point for complex technical problems involving hardware, software, networking, and system configurations.

Provide strategic input into the implementation and optimization of ConnectWise Manage and control solutions.

Collaborate with cross-functional teams, including Cybersecurity, Infrastructure, and external vendors, to ensure seamless IT service delivery.

Oversee network troubleshooting and proactively identify areas for improvement in connectivity and performance.

Coordinate and manage structured cabling, IDF setup, and security hardware installations with third-party vendors.

Supervise device provisioning, imaging, and lifecycle management, maintaining accurate inventory records.

Develop and maintain comprehensive documentation, knowledge bases, and client-facing support materials.

Design and deliver training programs for end-users and junior help desk staff.

Recommend assistive technologies and accessibility solutions for clients with disabilities.

Monitor system performance and recommend enhancements to improve reliability and efficiency.

Stay current with industry trends, certifications, and emerging technologies to continuously elevate service standards.

Ensure high levels of customer satisfaction through follow-up and proactive support initiatives.

Qualifications:

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.

High school diploma or GED required.

Demonstrated experience in IT support, systems administration, or related technical roles.

Proven experience in IT support or systems administration, with a minimum of 5 years in a help desk or technical support role.

Strong leadership and mentoring skills; prior experience supervising or training junior staff preferred.

Advanced knowledge of Microsoft 365 administration, including user, group, email, and license management.

Expertise in Windows OS, networking protocols, and troubleshooting methodologies.

Excellent communication, problem-solving, and customer service skills.

Experience with ERP systems and ConnectWise tools is highly desirable.

Network or systems certifications (e.g., CompTIA Network+, Microsoft Certified: Azure Administrator) are a plus.

Detail-oriented with a focus on quality and continuous improvement.

Additional Notes:

Works in an office environment. Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.

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Experience

Required5 year(s): Minimum of 5 years in a help desk or technical support role
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Education

RequiredHigh School or better

PreferredBachelors or better in Other Associates or better in Other
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Skills

PreferredLeadership & Team Management Problem-Solving Proficiency in Microsoft Office Supports team goals Time Management Critical Thinking Clear communication
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Behaviors

PreferredLeader: Inspires teammates to follow them Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Dedicated: Devoted to a task or purpose with loyalty or integrity
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Motivations

PreferredFlexibility: Inspired to perform well when granted the ability to set your own schedule and goals Growth Opportunities: Inspired to perform well by the chance to take on more responsibility Goal Completion: Inspired to perform well by the completion of tasks * Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization