Senior Help Desk Technician

In January 2025, Industria Power & Data partnered with fast growing, Georgia-based Brittain Electric, a professional electrical contractor with nearly 20 years of experience installing and servicing all types of electrical systems required for commercial and government facilities. Brittain Electric's team of seasoned professionals are committed to offering the most reliable services and systems to meet your needs, from commercial lighting and new construction, to power distribution systems, tenant build outs, general electrical installations and more.

The Brittain Electric team is seeking a best-in-class Senior Help Desk Technician willing to roll up their sleeves and exude a passion for the field. You will be responsible for providing advanced technical support, mentoring junior staff, ensuring high service quality, and assisting with the implementation and improvement of IT related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments. #Brittain #Industria

• 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 

• Associate or bachelor's degree in information technology, computer science preferred
• 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
• ITIL Foundation Certification or equivalent knowledge of IT service management is a plus
• Experience in scripting or automation (PowerShell, Python) is a plus 

The physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job

• Must be able to lift to 20-30 pounds independently; lifting from knee to shoulder heights; other lifting required from various levels
• Must be able to remain stationary position for extended periods of time, prolonged periods sitting
• Requires standing for extended periods with frequent stretching, reaching, walking, and stooping, pushing and/or pulling in an environment that may be cold, hot, noisy, and wet and may have fumes or odors

• On the job training with fully accredited training programs
• Eligibility to Medical, Dental, and Vision benefits and 401K with company match
• 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

The base pay range for this position is $63,000 to $75,000 per year. Please note that the compensation range reflects the base pay only and does not include benefits, or bonuses this role may be eligible to receive. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by bona fide factors such as geographic work location, job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

This role is not eligible for visa sponsorship

Brittain Electric is a equal employment opportunity employers. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.  Brittain Electric also prohibits harassment of applicants or employees based upon any of these protected categories.

Please note this job description is a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.