Brittain Electric · 1 day ago
Senior Help Desk Technician
Covington, GA
Full-time
Onsite
Mid, Senior Level
$63K/yr - $75K/yr
5+ years expBrittain Electric is a professional electrical contractor with nearly 20 years of experience. They are seeking a Senior Help Desk Technician responsible for providing advanced technical support, mentoring junior staff, and assisting with IT process improvements.
Construction
No H1B
Responsibilities
Provide ongoing support to keep the ticket backlog down, and support enterprise end users
Monitor and manage support ticket queues to ensure SLAs are met
Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues
Lead troubleshooting efforts for complex incidents and service requests, ensuring timely resolution
Act as an escalation point for junior technicians and provide guidance and mentoring
Collaborate with infrastructure and application teams to resolve persistent technical issues
Contribute to the development and maintenance of knowledge base articles, documentation, and standard operating procedures
Assist in the rollout of new hardware, software, and system upgrades
Participate in the development and enforcement of ITIL-based service management practices
Conduct root cause analysis for recurring issues and recommend preventative measures
Support IS asset management and inventory tracking processes
Qualification
Required
5+ years in a service desk or technical support role, with at least 1–2 years in a senior or lead capacity
Required certification: CompTIA A+
Strong knowledge of Windows operating systems
Proficiency in Microsoft 365, Active Directory, Exchange, and common enterprise tools
Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, SCCM, Ninja)
Basic networking knowledge (TCP/IP, DNS, VPN, Wi-Fi troubleshooting)
Experience with ITSM platforms (e.g., ServiceDesk Plus, ServiceNow, Jira Service Management)
Excellent communication and interpersonal skills
Strong problem-solving and analytical abilities
Ability to manage priorities in a fast-paced environment
Team player with a customer-first mindset
Preferred
Associate or bachelor's degree in information technology, computer science preferred
ITIL Foundation Certification or equivalent knowledge of IT service management is a plus
Experience in scripting or automation (PowerShell, Python) is a plus
Benefits
Medical, Dental, and Vision benefits
401K with company match
On the job training with fully accredited training programs
Access to opportunities to expand your skill set and share your knowledge with others across the organization
Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career growth & development
Flexible vacation
Parental leave
Company
Brittain Electric
Brittain Electric specializes in electrical systems for commercial or government facilities and is committed to bringing the most reliable electrical services and systems to meet your needs.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase