Senior IT Support Specialist

Senior IT Support SpecialistVarcoMac, a Legence companyVarcoMac is a leading provider of electrical & power services in the Mid-Atlantic region. Our culture is open, collaborative, innovative and fun– all reflected in recognition of VarcoMac as a '#1 Best Place to Work' on multiple occasions. We foster a work environment that encourages and rewards creative thinking. Our employees are passionate about their work and genuinely love what they do. With diverse areas of expertise, VarcoMac is the ideal place to build your career and develop skills in project management, entrepreneurship, leadership, and life.Position Overview Our IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the Sr. IT Support Specialist is to provide proficient support for all staff. The Sr. IT Support Specialist is responsible for logging incidents and service requests, resolving advanced support requests, and ensuring that service levels and targets are achieved. This role also involves mentoring junior staff and contributing to continuous service delivery improvements. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, in person (for walk-in customers), and self-service. This position will be based out of the Chantilly, VA region supporting VarcoMac offices.Role & Responsibilities:Provide proficient IT support and assistance to staff in a prompt, courteous, and empathetic manner.Log incidents and service requests accurately using the IT service desk system (ServiceNow).Assist users with the operation of hardware such as printers, scanners, and other peripherals.Perform advanced troubleshooting and maintenance of desktop computers, laptops, and mobile devices.Diagnose and resolve complex software and hardware incidents, including operating systems and a wide range of software applications.Escalate issues to higher-level support teams when necessary and follow up to ensure resolution.Install and configure new IT equipment and manage the asset lifecycle from assignment to recovery.Create and manage user accounts, reset passwords, and ensure data security.Maintain a high level of customer service, ensuring all customers are treated efficiently and appropriately.Communicate effectively with technical and non-technical colleagues at all levels in the organization.Mentor and train junior IT support staff, providing guidance and support as needed.Lead IT projects and initiatives, ensuring timely and successful completion.Participate in internal training to stay updated with the latest technology and internal system processes.Contribute to continuous service delivery improvements and process enhancements.Develop and implement IT support policies and procedures.Collaborate with senior leadership to develop IT support strategies that align with organizational goals.Analyze and address complex IT problems, providing strategic solutions that impact overall functions and sphere of influence.Ensure compliance with IT policies, procedures, and best practices.Provide technical expertise and guidance on IT-related matters to other departments and teams.Evaluate and recommend new technologies and tools to improve IT support services.Oversee the management and maintenance of IT infrastructure, including servers, networks, and security systems.Coordinate with external vendors and service providers to ensure the delivery of high-quality IT support services.Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to senior leadership.Other duties as assignedQualifications / Requirements:Associate's degree in Information Technology or equivalent experience.5+ years of experience within the information technology field, including but not limited to PC and mobile device support.Proficiency with the following technologies:Dell Desktops and LaptopsMicrosoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePointApple and Android Tablets and PhonesStrong problem-solving skills and the ability to troubleshoot advanced IT issues.Excellent verbal and written communication skills.Ability to work independently and as part of a team.Willingness to learn and adapt to new technologies and processes.Customer-focused attitude with a commitment to providing high-quality service.Experience with mobile device encryption implementation and management is preferred.Experience with IP security camera and video recording server management is preferred.Experience with ServiceNow a strongly preferred.Base salary: $70k-$100k per year. This role is also eligible for an annual performance?based bonus. Bonus eligibility and payout are determined by role, individual performance, and company performance, and are not guaranteed.Notes: Actual compensation will be based on skills, experience, and work location, and may vary from the posted range. This posting reflects compensation at the time of posting and may be updated.