Job Abstract

The Sr. IT Support Specialist is responsible for administering and supporting the enterprise user community.  This will involve working on the phone, in person and within the helpdesk system to process support requests, document solutions and communicate status to the end users and IT management.  Additionally, this role is responsible for the deployment and administration of end user devices, including computers, peripheral hardware, desk phones, cell phones, iPads, etc.  As much of our devices are leased, this will involve the timely replacement and return of leased assets.  This position will work with vendors to troubleshoot specific issues and communicating to management when issues arise that affect larger numbers of users.  This position will also assist in the backup/DR functions as necessary for the site and work with other members of IT when needed to assist in system updates or new implementations.

• Answer phones and monitor email and web queues for service requests. 
• Enter tickets in Service Desk ticketing software and accurately categorize, prioritize and record information about requests.  
• Setup and administer accounts in Active Directory for users, computers, printers and any other relevant types
• Deliver New Hire Associate IT Orientation to ensure user access is functioning properly, as required
• Troubleshoot and resolve issues related to PC hardware and software, printers, RF terminals and scanners and other end-user computing equipment. 
• Provide Tier II application support and troubleshooting. 
• Provide end-user training on software, hardware and business applications to allow users to become increasingly self-sufficient. 
• Monitor system alerts to ensure action is taken on critical alerts and system failures. 
• Build and maintain IT and customer knowledge base to improve user and 1st and 2nd level resolution. 
• Play an active role in developing, maintaining and documenting Service Desk processes, process improvements and procedures 
• Assist in various data center functions including tape management and monitoring alerts. 
• Assist end users with procurement of IT related equipment and services. 
• Participate in weekly team meetings and one-on-one manager / technician meetings 
• Participate in the on-call rotation as deemed necessary. 
• Deploy end-user hardware and process end-of-lease equipment in a timely fashion
• Other duties as requested.
   

• Skilled in customer service; time management; identifying end user issues; technical troubleshooting; problem solving techniques; and report preparation
• Ability to work independently and critically think through and deploy issue resolution
• Self-motivated and directed with keen attention to detail and ability to follow-up in a timely fashion.  
• Strong communication (verbal and written) and interpersonal skills to document issues, resolutions and train end-users
• Strong analytical, diagnostic, and problem-solving skills
• Ability to work as an individual contributor or as a team member 
• Ability to multi-task and manage shifting priorities  
• Excellent technical skills 
• Ability to travel between locations as required
   

• Associate’s or equivalent Technical degree; Bachelor’s degree preferred or equivalent combination of education and directly related experience
• Minimum 6 years’ experience in computer operations with systems currently in use
• IT Audit and compliance experience 
• Proficiency level knowledge of Windows based PC and application software such as MS Office 0365, MS Exchange, Internet Explorer required
• General networking knowledge (Ethernet, Wi-Fi).  
• Active Directory experience preferred.