Buscojobs | Buscojobs | Senior It Support Specialist
Vor 4 Tagen
Position Summary :
The Senior IT Support Specialist will have dual responsibilities: providing technical expertise to resolve escalated incidents and issues associated with the IT platform and 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 including ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, and mobile devices maintenance/support, 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.
Ensure SLAs are being met, triaging, and delegating tickets to technicians while maintaining customer satisfaction.
Maintain a strong sense of ownership and accountability to identify tasks and see them through to completion.
Maintain knowledge base and work 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.
Administer 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 the Supervisor of Support Services on special projects.
Collaborate with IT and business managers to brainstorm ideas and strategies to enhance customer experience.
Design and update IT products or services offering.
Install, test, and configure personal computer devices, peripheral equipment, and software.
Maintain technical documentation on installation of software, configuration of hardware, and problem troubleshooting.
Maintain and implement a highly accurate 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.
Perform other duties as assigned.
Oversee the activities of all support services members to ensure excellent customer service and provide customer guidance.
Mentor, train, and groom junior members of the support services team.
Qualifications :
Bachelor's degree in computer science or related field with 5+ years of experience in a Help Desk environment or relevant experience.
Knowledge of ITIL processes.
Hands-on experience with incidents and requests ticketing systems (Fresh Service or ServiceNow).
Capable of leading innovation initiatives, process improvement, and standardization within the IT organization.
Deep working knowledge of supporting and maintaining Microsoft Windows 10 and 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.
Strong time management and analytical skills.
Good leadership skills to carry team members along.
Proficient in English (speaking, writing, and comprehending).
Ability to work weekends if needed.
Supplemental Qualifications :
ITIL 4 Certification.
COMPTIA A+, Network+, 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.
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