Position Summary
The Senior IT Support Specialist provides day-to-day Help Desk and end-user technical support while also serving as an escalation resource for more complex technology issues. The position supports hardware, software, applications, devices, and other technology services and is responsible for troubleshooting issues through resolution while maintaining a high level of customer service.
The Senior IT Support Specialist also provides technical guidance to team members, participates in IT projects and technology initiatives, and assists with improving support processes, documentation, and services. Responsibilities may evolve based on changing technologies, operational requirements, and business needs.
Responsibilities
· Provide day-to-day Help Desk and end-user support, including responding to calls, tickets, service requests, incidents, and technical issues.
· Provide Tier 2 support and serve as an escalation resource for more complex hardware, software, application, access, connectivity, and other technology issues.
· Take ownership of technical issues and work proactively with users, other IT teams, and vendors through resolution.
· Install, configure, maintain, troubleshoot, and support computers, mobile devices, peripherals, applications, and other company technology.
· Support the deployment, configuration, management, maintenance, and lifecycle of end-user technology using imaging, endpoint-management, software-deployment, remote-support, and related technologies.
· Support enterprise technologies including virtual and cloud-based environments, remote access, authentication, printing, and other systems used by the organization.
· Collaborate with other IT teams and vendors to troubleshoot issues, implement solutions, and support business and technology needs.
· Participate in the evaluation, testing, implementation, upgrades, migrations, and ongoing support of new and existing technologies.
· Participate in IT projects and initiatives as directed by management.
· Provide technical guidance, knowledge-sharing, and assistance to other IT Support team members.
· Create and maintain technical documentation, procedures, knowledge articles, troubleshooting guides, and training materials.
· Train and assist employees with technology usage and troubleshooting when appropriate.
· Maintain accurate support, asset, inventory, and equipment records in applicable company systems.
· Identify opportunities to improve technology, support processes, documentation, automation, and the overall end-user experience.
· Maintain knowledge of current and emerging technologies relevant to the organization’s environment.
· Maintain a high degree of customer service and follow established IT service-management, security, operational, and company practices.
· Perform other related technical duties, projects, and responsibilities as assigned based on business, operational, and technology needs.
Qualifications
· Bachelor’s degree in Information Technology, Computer Science, a related field, relevant technical certifications, or equivalent practical experience.
· 3–5+ years of progressively responsible IT support, desktop support, endpoint support, or related technical experience.
· Strong working knowledge of Microsoft Windows operating systems, Microsoft 365, and enterprise end-user computing environments.
· Experience troubleshooting hardware, software, applications, connectivity, authentication, remote-access, and other end-user technology issues.
· Experience with endpoint management, software deployment, imaging, patching, remote support, mobile-device management, and related enterprise technologies.
· Working knowledge of cloud, virtualization, virtual desktop, security, authentication, and remote-access technologies.
· Strong analytical, troubleshooting, and problem-solving skills with the ability to independently resolve complex technical issues.
· Ability to effectively prioritize and manage multiple responsibilities in a fast-paced environment.
· Strong written, verbal, customer-service, and interpersonal communication skills.
· Ability to work independently and collaboratively with users, team members, management, other IT teams, and external vendors.
· Relevant technical certifications and continued technical education are desirable.
Travel / Physical Requirements
· Travel may be required based on business needs.
· Ability to lift, move, install, and handle technology equipment weighing up to 30 lbs.
· Occasional after-hours support may be required based on operational or business needs.
