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Senior Help Desk Associate

Montgomery County
5 days ago
Full-time
Remote
United States
$31.05 - $41.40 USD hourly
Technology

SUMMARY

Reporting to the Client Assistance Manager, the Senior IT Help Desk Associate provides operational leadership for the ITS Help Desk, serving as the primary point of escalation and day-to-day coordination for Help Desk Operators and field technicians. The incumbent manages ticket workflow, ensures service quality and resolution standards are met across the full support tier, and delivers advanced technical support across hardware, software, and network environments. This role functions as the operational backbone of Help Desk service delivery, directing daily workload and technical triage without formal authority over personnel actions including timekeeping or performance evaluations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Coordination and Escalation

  • Coordinates daily Help Desk operations including ticket queue management, staff assignments, and workload distribution across Operators and field technicians.
  • Serves as the primary escalation point for complex or unresolved Tier 1 and Tier 2 incidents, providing Tier 2 and Tier 3 technical resolution support.
  • Monitors ticket volume, resolution times, and backlog trends; reports findings and service delivery metrics to the Client Assistance Manager on a routine basis.
  • Reviews and quality-checks ticket documentation for accuracy, completeness, and adherence to established run books and standard operating procedures.
  • Provides real-time guidance and technical direction to Help Desk Operators and technicians during active incidents, outages, and high-volume periods.

Technical Support and Systems Administration

  • Administers and troubleshoots Microsoft Active Directory user accounts, including creation, deletion, and permissions modifications, and emergency credential revocations in support of County departments.
  • Supports deployment, configuration, and troubleshooting of endpoint hardware, peripherals, and mobile devices across all County departments.
  • Maintains working proficiency in County-supported platforms including VPN, VDI, multi-factor authentication (MFA),MS O365,VoIP, and mobile device management (MDM) systems.
  • Applies knowledge of AI-assisted tools and automation to improve ticket triage, response drafting, and knowledge base maintenance where available within the County environment.

Cross-Team Coordination and Communication

  • Coordinates with the Infrastructure and Network, Cybersecurity, and Application Development teams to facilitate escalated issue resolution and cross-functional troubleshooting.
  • Assists the Client Assistance Manager with new system rollouts, technology deployments, and cross-departmental communication during service disruptions.
  • Manages and updates asset inventory records in the County's asset tracking system, ensuring accuracy of hardware assignments and lifecycle status.

Standards, Documentation, and Training

  • Identifies recurring incident patterns, problem management, and works with the Client Assistance Manager to develop or update standard operating procedures to prevent recurrence.
  • Supports onboarding and ongoing technical training for Help Desk Operators and technicians, including walkthroughs of SOPs, run books, and new County technology deployments.

QUALIFICATION REQUIREMENTS

Required Knowledge, Skills, and Abilities

  • Demonstrated proficiency with Microsoft Active Directory, endpoint hardware and software support, and IT service management ticketing systems.
  • Working knowledge of VPN, VDI, multi-factor authentication (MFA), mobile device management, and VoIP platforms in an enterprise environment.
  • Ability to coordinate workload across a team, manage competing priorities, and make real-time triage decisions in a high-volume service environment.
  • Good written and oral communication skills with the ability to convey technical information clearly to non-technical users and management.
  • Ability to identify recurring incident patterns and translate findings into actionable process improvements and documentation.

Required Qualifications

  • Associate's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and technical experience.
  • Minimum of four years of technical support experience in a help desk or IT operations environment.
  • Minimum of one year in a lead, senior, or team coordination role within a technicalprogram.

Preferred Qualifications

  • CompTIA A+, Network+, or Microsoft certifications (Microsoft 365 Fundamentals or equivalent).
  • ITIL Foundation certification or demonstrated familiarity with ITIL service management practices.
  • Experience with administration of help desk ticketing systems.

PHYSICAL DEMANDS

Work is performed primarily in an office environment with periodic on-site visits to County facilities for hardware deployment, field support, and technician coordination. The noise level in the work environment is usually moderate. The employee is regularly required to stand, walk, sit, talk, and hear. The employee must occasionally lift and/or move up to 25 to 50 pounds. Hybrid remote work is permitted consistent with County ITS policy and operational requirements.

Equal Employment Opportunity

Montgomery County is an equal opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.