Senior Technical Support Specialist

Senior Technical Support Specialist

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes installation, documentation, and testing of computer systems, telecommunications, and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy with end-users. The employee in this position also assists corporate IT in the maintenance and testing of network servers and associated equipment. The Senior Technical Support Specialist is also looked as a mentor to the Technical Support Specialists in the IT group and will offer assistance and guidance where appropriate. Other duties as assigned.

Job Duties and Responsibilities:

• Provide assistance to the Technical Support Specialist where necessary/appropriate.
• Work with the IT management group to identify areas of improvement in terms of processes and procedures.
• Responsible for the full onboarding / offboarding process of end-users from account creation/termination to device procurement/deactivation.
• Provide general IT-related support to both office-based and home-based staff through participation and interaction with the Company Helpdesk system.
• New installations of PC equipment.
• Triage / Diagnose general software questions.
• Triage / Diagnose network connectivity issues.
• Triage / Diagnose general laptop, desktop, printer, and copier issues.
• Maintain IT inventory.
• Stays abreast and up to date on all relevant Company SOP's.
• Document all critical tasks performed.
• Assist with other technology-related initiatives, as needed.

Job Requirements:

• Education
  • Degree in Computer Science, or equivalent work experience or combination of education or other related industry experience in a similar role
• Experience
  • Minimum of 5 years of experience in a technical support role, and a proven track record of effective support with an emphasis on superior customer service skills.
• Skills/Competencies
  • Excellent knowledge of Windows 11 Operating Systems.
  • Excellent knowledge of Microsoft Office Suite O365 and Entra ID.
  • Ability to manage support requests in a request tracking system.
  • Excellent knowledge of laptop, desktop, and peripherals hardware repair.
  • Ability to quickly learn new technologies and processes.
  • Ability to work beyond a 9 – 5 work schedule when required.
  • Strong problem-solving and customer service skills.
  • Ability to work in a team environment.
  • Ability to clearly communicate in written and verbal form.
• Capabilities
  • Workstation set-up, including but not limited to: desktops, laptops, docking station, monitor and telephone
  • Ability to bend and squat occasionally
  • Ability to lift office computer equipment and supplies (PCs. Monitors, Printers, servers, etc.). Obtain additional assistance if needed.

Ability to travel as needed to support business needs.

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The company will not accept unsolicited resumes from third-party vendors.