Senior IT Support Specialist

Position Summary:

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Responsibilities:

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.
• Develop and lead new user IT orientation, onboarding, and training program.
• Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
• Strong sense of ownership and accountability to identify tasks and see them through to completion.
• Maintains knowledge base and works with management on creating/updating standard operating procedures.
• Provide guidance and explain policies and procedures to IT support staff and end-users.
• Schedule and proactively manage regular hardware and software upgrades for employees.
• Administration of the company's basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.
• Work closely with Supervisor of Support Services on special projects.
• Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.
• Design and update IT products or services offering.
• Install, test and configure personal computer devices, peripheral equipment and software.
• Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
• Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.
• Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
• Identify and implement improvements to procedures and processes.
• Actively participate in change control meetings and system maintenance activities.
• Performs other duties as assigned.
• Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.
• Mentor, train, and groom junior members in the support services team

Qualifications:

• Bachelor's degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.
• ITIL Processes Knowledge.
• Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)
• Capable of leading innovation initiatives, process improvement and standardization within the IT organization.
• Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment
• Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
• Hands on experience setting up and troubleshooting mobile devices.
• Experience with Endpoint Client Security software.
• Ability to pay attention to time management, as well as possessing analytical skills.
• Ability to showcase good leadership skills to carry team members along.
• Proficient in the English language (speaking, writing and comprehending).
• Ability to work weekends if needed.

Supplemental Qualifications:

• ITIL 4 Certification.
• COMPTIA A+, or Network+, or Security+, or HDI Certification.
• Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.
• Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch
• Help Desk oversight experience.
• Project management experience.