The Role
As a Senior Help Desk Technician at Lightcast, you will be a critical part of our IT support team, providing technical assistance and support to employees. This career-level role is designed for an experienced IT professional with a deep understanding of IT systems, excellent problem-solving skills, and a passion for delivering exceptional customer service. You will lead technical initiatives and mentor junior team members.
Major Responsibilities:
- Technical Support: Resolve complex hardware, software, and system issues for end-users across platforms (Windows, macOS, Linux).
- Incident Management: Lead incident response, ensuring timely resolution and escalation when necessary.
- Knowledge Base: Contribute to and maintain documentation of known issues, best practices, and troubleshooting guides.
- Problem Ownership: Take initiative in resolving challenging technical problems, collaborating across IT teams as needed.
- Documentation: Accurately record all support interactions and resolutions in the helpdesk system.
- Security Compliance: Enforce and support company-wide IT security policies and compliance standards.
- Procurement & Licensing: Manage purchases of hardware/software, license renewals, and subscription tracking.
- Asset Management: Oversee inventory and lifecycle management of all IT assets.
Education and Experience:
- Bachelor’s degree in IT, Computer Science, or a related field.
- IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) strongly preferred.
- 5+ years of hands-on IT support experience with a focus on troubleshooting and issue resolution.
- Strong knowledge of Windows OS and Microsoft Office; familiarity with macOS and Linux environments.
- Proven problem-solving abilities with strong attention to detail.
- Excellent communication and interpersonal skills.
- Experience with asset management and support tools (e.g., ticketing systems, remote support tools).
- Familiarity with cloud environments (AWS preferred) and infrastructure-as-code tools (e.g., Terraform, Pulumi).
- Knowledge of ITIL, ISO 27001, and accessibility standards (e.g., WCAG) is a plus.
- Proficiency in automation scripting (e.g., Python, PowerShell, JavaScript) is highly desirable.
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.
Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.
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The Company
What We Do
Emsi Burning Glass is now Lightcast. Our name is new, but our dedication to providing the world’s best data-driven talent strategies remains the same. We’re going to continue bringing clarity to the labor market, guiding our customers through a complex and changing world and giving them the competitive advantage they demand. Our mission is to unlock new possibilities in the labor market.
