Senior IT Help Desk Analyst

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.

Required

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

Required

• High School or better

Preferred

• Bachelors or better in Other
• Associates or better in Other

Preferred

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

Preferred

• Leader: 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

Preferred

• Flexibility: 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