Top 3 Must-Haves (Hard and/or Soft Skills):
- Technical Skills.
- Communication Skills.
- Microsoft Office Suite.
Top 3 Nice-To-Haves (Hard and/or Soft Skills)
- Data Analysis
- Customer relationship
- Degree Requirements (Experience in Lieu of Degree): Bachelors, 4 years of experience
Senior IT User Support Specialist
The Senior IT User Support Specialist is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. Under limited supervision, this job responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation.
Key Responsibilities and Duties:
- Provide a very high/white-glove level of customer service to the executive team while working in a dynamic complex environment under limited supervision and direction. Provide second-level end-user PC support for staffed locations and remote offices.
- Provide high-level on-site call center support.
- Perform configuration/installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets/iPads, printers, messaging, mobile devices, and MIFI.
- Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office Suite other applications.
- Provide incident & problem summaries, status reports, and project status as required.
- Comply with and support ITIL change-incident-problem-asset management processes and work instructions.
- Coordinate with 1st and 2nd tier teams to ensure timely resolution of complex end-user technology issues and incidents to ensure meeting agreed-upon service levels.
- Maintain highly accurate inventory records and
- Provide end-user training and knowledge documentation.
- Deploy, procure, and collect desktop equipment from end users.
Educational Requirements
- University (Degree) Preferred.
Work Experience:
- Would prefer the candidate to have a solid background in IT with 4-5 years of experience.
Physical Requirements
- Physical Requirements: Heavy Work
Required Qualifications:
- Desktop Support background - 4+ years, Help desk and end-user troubleshooting experience, Site support experience.
Preferred Qualifications
- Ivanti Management, Ivanti Neurons, White Glove experience.
Info Systems Engineer IV