Senior Helpdesk Technician

Grunley Construction is a leading general contractor specializing in high-profile commercial, institutional, and government projects in the DMV. With a reputation for excellence, innovation, and integrity, we deliver complex construction projects that meet the highest standards of quality and safety. Our team is committed to fostering collaboration and continuous improvement, ensuring that every project exceeds client expectations. Join us and be part of a company that values professional growth, teamwork, and making a lasting impact on the communities we serve.

The Senior Helpdesk Technician serves as the technical lead and assists in the oversight of helpdesk operations. This role provides advanced troubleshooting for workstations, applications, MAC and Microsoft-based environments while managing tickets in Freshservice.

The position assists the IT Manager with SLA compliance, reporting, security, documentation, and process improvement initiatives. Responsibilities include resolving complex technical issues, supporting users across multiple channels, providing remote jobsite support, assisting with network rack setup, and coordinating with vendors.

The technician is responsible for tracking and resolving incidents in a timely manner while contributing to knowledge management and executing operational tasks and projects with minimal supervision.

Reports to: IT Manager

Must be a U.S. Citizen

• Required Education
  
  • HS Diploma
  
  
• Required Experience
  
  • A minimum of 5 years of Helpdesk or IT support experience is required (experience can include internship or student work experience).
  
  
• Preferred Education and Experience:
  
  • A+ Certification
  • Technical project lead experience
  • Degree in Computer Science or related program
  
  
• Knowledge, Skills and Abilities:
  
  • Strong organizational, communication, interpersonal and analytical skills
  • Excellent customer service skills with strong attention to detail
  • Provide end-user and guest support for conference rooms
  • Ability to prioritize competing work and project requests
  • Ability to communicate clearly and effectively with co-workers with a wide range of technological skill levels
  • Ability to work effectively and collaboratively with other team members
  • Strong problem-solving skills including the ability to research possible solutions
  • Research and implement new IT technologies that leverage automation and AI
  
  
• Security Clearance:
  
  • Must be a U.S. citizen
  • Must be able to obtain clearance access to jobsites