Regional IT Support Specialist

About the role

The Regional IT Support Specialist will deliver quality technical support to our internal departments by assisting with escalated problem resolution. This position plays a vital role in providing advanced level support associated with installation, deployment and upgrade of software, hardware and network resolution in a fast-paced environment.

What you’ll be doing

• Investigates, troubleshoots and resolves issues of complex nature; working closely with Database, Developers and Network Teams; able to work independently and as part of a team
• Speaks with developers, software and/or hardware vendors to explain software errors; able to provide recommend improvements or changes to existing programs
• Serves as a team member or project leader to provide advanced troubleshooting skills for software applications, hardware and phone support
• Travel to regional offices to manage the setup, breakdown and relocation of workstations; install switches, monitor bandwidth and perform wire management as needed
• Works with new and experienced employees to determine the nature of computer issues, determines whether issue is caused by hardware, software, or telephone, formulates diagnosis, and assists employees through problem solving steps
• Conducts a variety of software and hardware tests to evaluate ease of use and whether product will aid employees
• May develop or design training materials/policies and train employees on software and hardware on-site or in classroom
• May write policies or provide recommendations for regional support operations
• Must be able to accommodate rotational on-call scheduling; after hours and during weekends
• May need to work in different offices to support customers

What you need

• Associate’s or bachelor’s degree in computer science/technology or equivalent discipline preferred
• At least one or more years of technical customer or desk support or equivalent formal training/education preferred
• Exceptional customer service skills and must possess the ability to work effectively with users, peers, and management
• Excellent communication skills, both verbal and written
• Impeccable organizational skills/ability to multitask between projects and tickets
• Working knowledge of the Windows operating system and Windows-based user applications
• Working knowledge of Microsoft Office 2016, Windows 10, SCCM, SCSM
• Working knowledge of Server/Networking and experience with Service Desk Systems
• Strong work ethic, flexible and energetic
• Ability to work independently, prioritize workload and multitask between projects
• Able to manage deadlines in a fast-paced environment
• Maintains a positive attitude and exceeds set expectations

What's in it for you

• Competitive compensation and benefit package
• Advancement opportunities with structured career paths
• Reimbursement for continuous education and technical training
• Leadership experience by being the IT subject-matter-expert for assigned offices
• Access to the latest emerging technologies through Microsoft and Dell partnerships

Where you'll be: 745 West New Circle Road, Building 200, Suite 300, Lexington, KY 40511