Senior Help Desk Technician

Soluvia IT is a leading IT services consulting firm that specializes in the delivery of technology.our focus has been to provide industry-wide technology solutions to address client needs and help organizations understand how to utilize that technology to be successful. We partner with the top industries to bring clients the most competitive pricing and products available. Whether you are looking for network support, personal devices, mobility, security, backup, cloud or fundamental training, our IT professionals are ready to serve.

Essential Job Functions:

Lead high-severity incident response, including P1 and major incident scenarios, providing senior technical direction and coordinating the response across Service Desk, Professional Services, and vendor resources per the Incident Management Policy

Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work per the Problem Management Policy

Own maintenance and improvement of Senior Help Desk Technician runbooks, technical standards, and knowledge base content in Confluence and IT Glue, and retire stale or contradictory documentation

Drive automation improvements that reduce recurring toil, including scripting standard fixes, tuning RMM automation, and identifying candidate procedures for automation-first delivery

Provide structured technical coaching and enablement across Support Technician I and II, including pairing on complex tickets, reviewing knowledge articles, and leading technical training sessions on newly documented procedures

Contribute to Problem Management as an investigator when Tier 3 investigation is required for individual client problems and when master Problem records are opened for cross-client patterns, per the Problem Management Policy

• Model ticket documentation, time entry, and closure standards for the Help Desk
• Partner with the Service Desk Manager on Continual Improvement Register (CIR) items and service improvement plans
• Represent the Help Desk Technician in cross-practice coordination with Professional Services, on shared work, transitions, and improvement initiatives
• Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA
• Participate in the weekly on-call rotation, providing after-hours coverage as backup to Endeavor IT's third-party after-hours service
• Any additional tasks required by management

Requirements

• Knowledge, Skills, and Abilities: Deep troubleshooting expertise across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tooling
• Skill in installing, repairing, and maintaining network and infrastructure equipment
• Strong analytical thinking, problem-solving, and root-cause analysis skills
• Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews
• Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell)
• Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement
• Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers
• Ability to hold documentation and quality standards without becoming a bottleneck