Senior Technical Support Specialist

Senior Technical Support Specialist

As the Sr. Technical Support Specialist, you are a vital part of the IT Team. In this role, you are responsible for investigating, diagnosing, and resolving technical support issues for the ministry. This individual serves as an advanced support specialist who assists junior-level support personnel when needed and investigates more complex issues.

Your Essential Responsibilities:

In this position, you will:

· Provide advanced onsite and remote technical support across all ministry platforms, including cloud-based applications, SaaS tools, endpoint devices, and network systems, leveraging modern remote management and monitoring tools.

· Apply technical expertise, and knowledge base resources to identify, research, and resolve complex technical issues efficiently and accurately.

· Document, track, and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution, accurate reporting, and knowledge base maintenance.

· Coordinate with team leads, IT personnel, and third-party vendors to address issues related to existing IT systems, cloud platforms, and implementations of new technologies, including migrations and integrations.

· Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.

· Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.

· Assist end users experiencing technical difficulties with a customer-first approach, ensuring all work is carried out in a timely manner, within defined SLAs, and with clear status communication throughout resolution.

· Perform diagnostic testing and analysis using both built-in OS tools and third-party utilities to isolate hardware, software, and network issues; document and act on test results.

· Conduct root cause analysis (RCA) on recurring or high-impact incidents; identify, implement, and validate both short-term workarounds and long-term permanent fixes.

· Ensure all workarounds and permanent fixes are documented in the knowledge base and communicated to Tier 1 team members to reduce repeat escalations and improve first-call resolution rates.

· Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues in test environments, validate patches and fixes, and support change management processes.

· Maintain clear, proactive, and timely communication with end users, stakeholders, and the service desk team throughout the lifecycle of all open support cases, including regular status updates for high-priority incidents.

· Actively identify and contribute to ongoing process improvements, automation opportunities, and service desk efficiency initiatives.

· Engage directly with technology vendors and managed service providers (MSPs) to escalate complex issues, manage warranty/RMA processes, and ensure hardware and software systems remain fully operational.

· Manage IT asset inventory and equipment lifecycle, including procurement tracking, hardware refresh cycles, configuration, imaging, and disposal, using asset management tools to ensure accurate records and minimize downtime.

· Administer, update, and troubleshoot unified communications systems, including VoIP/cloud telephony platforms, video conferencing tools (e.g., Microsoft Teams, Zoom), and collaboration technology.

Other Responsibilities (Non-Essential): You will be asked to perform related duties or special projects as assigned.

Skills you need to succeed: Demonstrated proficiency in:

· Excellent interpersonal skills;

· Proven troubleshooting and problem-solving skills;

· Proven ability to multitask effectively and handle the fluctuating workload;

· Proficient at troubleshooting problems with common office equipment.

Ability to:

· Communicate effectively with end users in non-technical terms;

· Assist and/or coach junior-level team members with advanced technical issues;

· Work responsibly with or without direct supervision;

· Travel as needed.

Education and/or experience:

· 5+ years' experience in service desk operations;

· Thorough working knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Windows 10/11, macOS, and common enterprise software applications.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.