[Hiring] Senior Help Desk Technician @Soluvia IT-Services

Role Description

Essential Job Functions:

• Lead high-severity incident response, including P1 and major incident scenarios, providing senior technical direction and coordinating the response across Service Desk, Professional Services, and vendor resources per the Incident Management Policy.
• Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work per the Problem Management Policy.
• Own maintenance and improvement of Senior Help Desk Technician runbooks, technical standards, and knowledge base content in Confluence and IT Glue, and retire stale or contradictory documentation.
• Drive automation improvements that reduce recurring toil, including scripting standard fixes, tuning RMM automation, and identifying candidate procedures for automation-first delivery.
• Provide structured technical coaching and enablement across Support Technician I and II, including pairing on complex tickets, reviewing knowledge articles, and leading technical training sessions on newly documented procedures.
• Contribute to Problem Management as an investigator when Tier 3 investigation is required for individual client problems and when master Problem records are opened for cross-client patterns, per the Problem Management Policy.
• Model ticket documentation, time entry, and closure standards for the Help Desk.
• Partner with the Service Desk Manager on Continual Improvement Register (CIR) items and service improvement plans.
• Represent the Help Desk Technician in cross-practice coordination with Professional Services, on shared work, transitions, and improvement initiatives.
• Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA.
• Participate in the weekly on-call rotation, providing after-hours coverage as backup to Endeavor IT's third-party after-hours service.
• Any additional tasks required by management.

Qualifications

• Deep troubleshooting expertise across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tooling.
• Skill in installing, repairing, and maintaining network and infrastructure equipment.
• Strong analytical thinking, problem-solving, and root-cause analysis skills.
• Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews.
• Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell).
• Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement.
• Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers.
• Ability to hold documentation and quality standards without becoming a bottleneck.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home
• Wellness Resources