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HelpDesk Engineer, Process Improvement

Connvertex Technologies Inc.

Job Location:

Parsippany, NJ - USA

Monthly Salary: Not provided by the employer

Posted: 2 June 2026 (30+ days ago)

Application Deadline: 30 August 2026

Vacancies: 1 Vacancy

Job Summary

We are seeking an experienced Senior Help Desk Engineer (6 years) to provide advanced technical support across Levels 1 2 and 3 while driving continuous improvement of IT service delivery processes. This role combines hands-on technical troubleshooting mentorship of support staff and leadership in process optimization initiatives to enhance operational efficiency service quality and end-user satisfaction. **** Candidates need to have good tenure/long projects and be within a 45 minute to one hour commute to Parsippany NJ. The position is Level 1-3 support and Process improvement.

Position Summary

We are seeking an experienced Senior Help Desk Engineer to provide advanced technical support across Levels 1 2 and 3 while driving continuous improvement of IT service delivery processes. This role combines hands-on technical troubleshooting mentorship of support staff and leadership in process optimization initiatives to enhance operational efficiency service quality and end-user satisfaction.

The ideal candidate will possess strong technical expertise exceptional customer service skills and a proven track record of identifying implementing and documenting process improvements within an IT support environment.

Key Responsibilities

Technical Support & Incident Management

Provide Level 1 Level 2 and Level 3 support for hardware software network cloud and enterprise application issues.
Troubleshoot and resolve complex technical incidents escalated from junior support staff.
Manage incident resolution throughout the ticket lifecycle ensuring adherence to established SLAs.
Perform root cause analysis and implement corrective actions to prevent recurring issues.
Support Windows macOS Microsoft 365 Active Directory Azure VPN networking and endpoint management solutions.
Coordinate with vendors and third-party providers to resolve technical issues.

Process Improvement & Service Excellence

Analyze help desk workflows ticket trends and operational metrics to identify opportunities for improvement.
Develop implement and maintain IT service management (ITSM) processes and best practices.
Create and enhance knowledge base articles standard operating procedures and technical documentation.
Drive automation initiatives to reduce manual tasks and improve service efficiency.
Recommend and implement process improvements that increase first-call resolution rates and reduce ticket resolution times.
Participate in continuous improvement projects aligned with ITIL and service management frameworks.

Leadership & Mentoring

Serve as a technical escalation point for Help Desk and Desktop Support teams.
Mentor and train junior engineers and support technicians.
Assist with onboarding and technical development of new team members.
Contribute to team performance reviews and skills development initiatives.
Lead technical projects and support infrastructure upgrades when required.

Monitoring & Reporting

Monitor service desk performance metrics and prepare operational reports.
Identify recurring issues and develop strategic remediation plans.
Participate in on-call support rotations and major incident management activities.
Maintain accurate records of incidents changes and problem management activities.

Required Qualifications

Bachelors degree in Information Technology Computer Science or equivalent experience.
5 years of progressive IT support experience including Level 2 and Level 3 troubleshooting.
Proven experience in help desk operations service delivery and process improvement initiatives.
Strong knowledge of:
- Microsoft Windows and macOS environments
- Microsoft 365 and Azure services
- Active Directory and Group Policy
- Networking concepts (TCP/IP DNS DHCP VPN)
- Endpoint management and security tools
- ITSM platforms (ServiceNow Jira Service Management Freshservice or similar)
Experience with ticketing systems incident management and SLA management.
Strong documentation communication and customer service skills.

Preferred Qualifications

ITIL Foundation or higher certification.
Microsoft CompTIA Cisco or other relevant technical certifications.
Experience with automation tools such as PowerShell Python or workflow automation platforms.
Experience supporting hybrid and cloud-based environments.
Knowledge of cybersecurity best practices and endpoint security solutions.

Key Competencies