IT Support Specialist II / Senior Help Desk Technician

We are seeking an experienced, customer-focused Senior IT Support Specialist to join our team. In this role, you will serve as the primary escalation point for complex technical issues, provide guidance and mentorship to junior IT team members, and act as a trusted liaison between the IT department and internal users, external clients, and executive-level stakeholders. Your strong technical expertise, problem-solving abilities, and leadership skills will be essential in maintaining reliable IT operations, enhancing support processes, and delivering an exceptional end-user experience.

This position will also be responsible for overseeing the management of IT assets across all U.S. eClerx locations. Responsibilities include tracking and maintaining accurate asset records, approving all IT asset transfers between and within U.S. locations, conducting regular asset reconciliations, and ensuring the secure and compliant disposal of retired IT equipment.

Although this position is based in Fayetteville, the primary responsibility will be providing remote technical support to eClerx users located at other U.S. sites (non-Fayetteville users). The role will also require occasional domestic travel to support business operations, coordinate IT initiatives, and manage the full lifecycle of IT assets across all U.S. locations.

• Serve as a Tier 2/3 escalation point for complex technical issues that cannot be resolved by junior support staff.

• Provide prompt, high-quality technical support to clients, users, and VIPs via phone, email, chat, and in-person assistance.

• Troubleshoot and resolve advanced issues related to hardware, software, network connectivity, VC/AV systems, and user account/identity management.

• Diagnose and resolve complex issues across enterprise software applications (e.g., Microsoft 365/O365, MS Teams, Adobe Suite, VPN, SSO).

• Lead or support the administration of routine and advanced maintenance tasks: system backups, patching, imaging, user provisioning, and video conferencing systems.

• Mentor and provide technical guidance to junior help desk staff; review and improve troubleshooting procedures.

• Own IT asset lifecycle management, including procurement recommendations, inventory audits, and equipment decommissioning.

• Manage service requests and incidents within the ITSM system, ensuring adherence to SLAs and identifying opportunities to improve resolution times.

• Develop and maintain comprehensive knowledge base documentation and standard operating procedures (SOPs).

• Assist in evaluating, piloting, and rolling out new technologies and tools.

• Participate in on-call rotations or after-hours support as needed for critical incidents.

• Collaborate with cross-functional IT teams (network, security, systems) on projects and escalations.

• Leverage AI-powered tools (e.g., AI chatbots, Claude, Copilot) to streamline ticket resolution, automate routine tasks, and improve response times.

• Evaluate and recommend AI-driven IT service management features to improve self-service support and reduce repetitive workload.

Responsibilities (Asset Management)

• Manage the complete lifecycle of IT assets, from procurement and deployment to retirement and disposal. 

• Maintain accurate inventory records, asset tagging, and ownership tracking. 

• Coordinate asset allocation, transfers, recoveries, and employee onboarding/offboarding. 

• Ensure software license compliance and monitor warranties, maintenance, and renewals. 

• Conduct regular asset audits and support internal and external compliance requirements. 

• Manage vendor relationships, procurement activities, and optimize IT asset costs. 

• Ensure secure disposal of IT equipment and data-bearing devices following security policies. 

• Generate asset reports, analyze utilization, and recommend improvements to maximize asset efficiency.

• 2+ years of experience in a technical/help desk support role, with demonstrated progression in responsibility.

• Proven track record of resolving complex, escalated technical issues independently.

• Experience mentoring or providing guidance to junior support staff.

• Excellent communication, interpersonal, and customer service skills, especially when supporting VIP or executive-level users.

• Strong analytical, troubleshooting, and root-cause analysis skills.

• Advanced knowledge of Windows and Mac operating systems, including deployment/imaging tools.

• Strong proficiency in Microsoft 365 administration (Exchange, Teams, SharePoint, Intune, Azure AD).

• Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting).

• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice).

• Familiarity with cloud computing platforms (AWS, Azure, or Google Cloud) preferred.

• Certifications such as CompTIA A+/Network+/Security+, Microsoft 365 Certified, or ITIL Foundation are a plus.

• Excellent time management, organizational, and prioritization skills in a fast-paced environment.

• Ability to work both independently and collaboratively across teams.

• Hands-on experience using AI tools (e.g., Microsoft Copilot, ChatGPT, AI-based ITSM/chatbot solutions) to improve support efficiency and documentation quality.