Technical Supporter

About the position

The Senior Help Desk Analyst at Mosaic is responsible for providing advanced technical support and guidance to end users, resolving complex IT issues, and enhancing service delivery. This role involves mentoring junior analysts, improving help desk processes, and acting as a liaison between the IT department and end users to ensure effective communication and understanding of technology needs.

Responsibilities

• Provide second-level technical support for complex technical issues, escalating to higher-level teams when necessary.
• Mentor and assist junior Help Desk Analysts in troubleshooting and resolving technical problems.
• Lead efforts to improve help desk processes and service delivery.
• Respond to technical support requests through various channels, ensuring accurate documentation and timely issue resolution.
• Act as a liaison between the IT department and end users to enhance communication and understand technology needs.
• Collaborate with other IT teams to resolve cross-functional issues and implement system updates or changes.
• Manage and process advanced user accounts and access requests.

Requirements

• Associate's or Bachelor's degree in a related field preferred.
• Minimum of three years of technical support experience, with at least one year in a senior or leadership role preferred.
• In-depth knowledge of Mosaic's policies and procedures.
• Proficiency in troubleshooting across various platforms, including Windows, Google Workspace, Microsoft Office 365, Citrix, Microsoft Teams, VPN clients and server environments.
• Advanced knowledge of Chromebooks, PC hardware, networking, and diagnostic tools.
• Strong leadership and mentoring skills with the ability to guide junior team members.

Nice-to-haves

• CompTIA, Microsoft, Citrix certifications are a plus.