Senior IT Support Specialist

Senior IT Support Specialist

The Senior IT Support Specialist will serve as a member of the Colibri Group IT team, providing courteous and expert technical support to all team members in all locations via ticketing system, remote access, desk-side support, phone calls, emails, self-service, and walk-ups. This position will require the ability to multitask among several duties including but not limited to installation, troubleshooting and resolving technology issues on various hardware and software, Windows 10 and MAC operating systems, Server Operating Systems, VPN, Active Directory, Firewalls, Network Devices, prioritizing support requests, and performing ticket documentation. Works collaboratively with other members of the IT team and managed service providers to ensure tickets are being resolved and closed within acceptable timelines.

Major Responsibilities:

• Provide superior quality and service to all firm technology users.
• Respond promptly and courteously.
• Prioritize requests according to criticality.
• Identify timely and accurate solutions to technical issues.
• Provide expert help desk tier 2/3 support (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, wireless connectivity, firewalls, network devices, VPN, phone systems, printers, scanners, and multi-function devices.
• Mid-level technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Install, upgrade, configure, troubleshoot, maintain and modify computer and network system software.
• Provide day-to-day maintenance and support for Microsoft Office 2016, including Outlook e-mail.
• Document all support activities in JIRA ticket tracking system.
• Assist with inventory management of technology assets.
• Image workstations and assist in installation of PC hardware and software applications in accordance with firm standards. Deployment and migration of computers.

Required Practical Experience / Background / Skills:

• Strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers.
• Superior time management skills including sense of urgency and proactive approach.
• Colibri Excellent analytical and problem solving skills. Exceptional organizational skills.
• Self-motivated, results-oriented and accountable. Strict adherence to professional ethics.
• Ability to work independently and in a team environment. Ability to work on and successfully complete multiple projects at the same time.
• At least six years of relevant technology experience in related technical environment preferred. Experience working in Active Directory environments.
• Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.
• Strong PC and software product skills (Windows 10 and Mac OSX operating systems, Microsoft Outlook/Office 2016)
• Experience working in an on-call environment. Server troubleshooting experience (Windows 2008 R2, 2012 & 2016) Experience managing and deploying network devices (switches, firewalls, access points)
• Self-motivated to research resolutions to technical issues independently and with limited guidance Drive to research and learn new technologies.

Professional Background / Skills:

• Bachelor's degree in Computer Science or related degree or related experience required.
• CompTIA A+ certification a plus
• 6+ years of experience in a Help Desk, System Admin, or Desktop Support role
• Strong Knowledge of Active Directory administration
• Familiarity with Office 365 and Exchange Online administration
• Familiarity with Google Suite administration

Working Conditions:

• Full time office hours of 8:00am – 5:30pm. Available for on-call coverage during evenings, weekends, and holidays.
• Ability to work extra hours, or different hours, as determined by the workload and expectations.
• Minimal travel required. Ability to sit for long periods of time. Ability to move throughout office. Ability to lift, carry, push, and pull up to 40 pounds