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Senior Helpdesk Technician

Expedient is a provider of cloud and data center infrastructure as a service (IaaS) solutions. Our technical solutions enable Expedient clients to focus on their own business innovation, while our team handles the information technology needed to support it.  

We are a CRN Top 100 Data Center and Solutions Provider, a Top Workplace winner for the past four consecutive years, ranked among the Top 10 Managed Service Providers and we are one of a select few vendors positioned in the Gartner Magic Quadrant for Disaster Recovery as a Service.  

This full-time position, available in any one of our 7 market cities, will be responsible for acting as the technical subject matter expert for our internal Information Technology infrastructure; heavily involved in project work to keep this infrastructure up to date and constantly available.  This position will be required to offer occasional support to employees and end-user requests for assistance as they are escalated by other members of the Helpdesk Specialist team.  The Senior Helpdesk Technician will also be responsible for creating and updating job tickets and provide written documentation as problems are resolved.  The primary focus of this position is to keep Expedient's internal IT Infrastructure continuously available, secure and up-to-date while mentoring other team members who focus on end-user support. 

Sponsorship is not provided.

Direct applicants only apply ~ Expedient does not accept applicants from 3rd party recruiters.


  • Provide back-up support when escalated, as needed, by front-line Helpdesk Specialists
  • Technical project work to install and update critical pieces of our Internal IT Infrastructure
  • Proactively monitor and assess Internal IT Systems to prevent downtime for a 24x7x365 operation
  • Deployment and configuration of laptops, desktops, IP phones, smartphones, tablets, remote access VPNs, electronic faxing, projectors, printers, basic phone setup, cell phone initialization
  • Responsible for tracking and auditing end-user hardware and software licensing
  • Assist end-users with installation, configuration and troubleshooting of hardware and software
  • Provide desk-side or remote assistance to end-users in the use of existing and new technologies, hardware, and software
  • Work with the recruiting team for new-user training and the on-boarding process
  • Identify and recommend enhancements to the overall internal IT infrastructure

Required Technical Skills

  • A minimum of 4 years on the job within a helpdesk or IT support role, at a mid-high level
  • Thorough working knowledge of Windows Workstation and Server OS, MS Office 365
  • Working knowledge of Microsoft Active Directory, Microsoft Group Policies, DNS,DHCP, and IP Networking
  • Experience with Microsoft WSUS, SCCM, WDS
  • Experience with Symantec Antivirus
  • Experience with Cisco IP Phones, Cisco Call Manager, or other phone systems
  • Capable of workstation image management
  • The ability to effectively support remote users via phone, email, and desktop remote control software
  • The ability to provision and support wireless networking infrastructure
  • Laptop, desktop, and server repair & troubleshooting
  • Mobile device troubleshooting (iPhone, iPad, Android, Surface)
  • Proficient analytical fault isolation and troubleshooting skills

Non-technical Requirements

  • Patience and the ability to consistently maintain a professional demeanor even in stressful situations as well as effectively explain complex concepts to others who may be less technically adept
  • Strong problem-solving skills
  • Strong organization and documentation skills; all work documentation is captured in job ticket details and standard operating procedures (SOPs) for use by other members of the team
  • Superior verbal and written communications skills as this role will be corresponding with all levels within the organization
  • Ability to lift objects weighing up to 40 pounds
  • Demonstrated ability to self-manage work, prioritize and handle multiple, often time-sensitive responsibilities
  • Must pass pre-employment drug screen


We place an extremely high value on learning and staying agile in the technology arena. We make education and training available to all employees through a robust training and tuition reimbursement program. Additional benefits include 3 weeks of paid time off, top-tier, extremely affordable medical, dental, vision insurance, 401(k) with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success.  

To apply please submit your resume and a cover letter explaining your interest.  

If this isn’t the job for you perhaps you have a friend who would be a perfect fit. Please share the following link so they can view/apply for this or any of our other current job opportunities:

Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law. 

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