Senior IT Support Specialist Job Description Template
Our company is looking for a Senior IT Support Specialist to join our team.
Responsibilities:
- Prepare accurate, clear, and timely reports;
- Prioritize work and set expectations for all incidents and requests;
- Document knowledge based tech notes and articles;
- Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach;
- Document all support incidents for data reporting purposes;
- Work with all Rubius business functions to identify and implement IT solutions;
- Provide day to day desktop support;
- Provide prompt and accurate feedback to customers;
- Additional projects and duties as required to support the growth of the IT department;
- Manage external support vendor and resources;
- Oversee the development of and validate business functional requirements;
- Project manage small/medium sized projects;
- Validate resource requirements and develop cost estimates;
- Identify and escalate issues as needed;
- Conduct meetings and prepare presentations to share ideas and findings.
Requirements:
- BS degree in Information Technology, Computer Science, or similar;
- Some experience with leading and/or supporting successful projects;
- Must possess a strong work ethic and be self-motivated and reliable;
- Ability to focus and follow-through to resolution of issues;
- Excellent written and verbal communication skills;
- Problem-solving aptitude;
- Able to demonstrate leadership skills and take ownership of customer issues reported;
- Excellent client-facing/customer service skills;
- Some experience supporting lab equipment/applications;
- Ability to multitask and manage conflicting priorities;
- Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues;
- Ability to diffuse tension and work the issue at hand;
- 5+ years of work experience in technical support, IT support, or as a technical engineer;
- Ability to interact, collaborate and communicate effectively at all levels within the organization;
- Commitment, focus, and follow-through needed to identify and see problems through to resolution.