Sr. IT Support Specialist
2 weeks ago
Role: Senior Information Technology Support Specialist
Fully ONSITE in East Hartford, CT, must be local.
Long-term Contract
6-10+ years of IT Support experience is needed, experience in White glove support is preferred.
Responsibilities:
- Excellent analytical, communication and customer service skills required.
- Providing client facing onsite deskside support, in-call phone/live chat diagnostics and troubleshooting and accurately documenting all incidents & problems issues.
- Initiate IT service management workflow process ensuring tasks are assigned to the appropriate areas.
- General knowledge of computer hardware and software including basic knowledge of Microsoft applications,
- Support Windows 10, 11 in a Domain Environment, Office 365, Active Directory, Azure Active Directory, Intune, Two Factor Authentication, VPN, and Microsoft Teams.
- Mobile device management experience, IOS, Android
- Ensures customer satisfaction throughout the service delivery transaction.
- Provides software, hardware installation and support for desktops and laptops.
- On-site field desktop support to customers
- Installs, maintains, troubleshoots and repairs PCs, associated software, network peripherals.
- Provide support for Engineering and other non-third party supported software including installation, licensing and in depth troubleshooting.
- Support lab devices which may have older operating systems and are not supported by third party vendors.
- Performs new hire onboarding activities (Login assistance, software installation etc.)
- Proficient with PC hardware repair and can troubleshoot/resolve Microsoft Office software and latest Windows operating system issues Windows 10, Windows 11.
- Work with and support IT team on local and enterprise initiatives
- Computer building background experience preferred. A+ certification, Specific Manufacturers certifications and/or training as required. i.e. Dell, Microsoft, COMPTIA, and Network Plus.
Qualifications:
- High school diploma or G.E.D., Bachelors is preferred
- Six or more years of field support experience
- Excellent communication skills
- Experience working with hardware, software and peripherals.
- Experience working with customer technology and support requirements
- Good interpersonal skills to resolve field support problems
- Strong analytical and attention to details
- Good time management and organizational skills
- Ability to resolve complex hardware/software and equipment problems
- Ability to provide guidance to other field engineers
- Experience with AV/ teleconferencing equipment.
- A+, Dell, Microsoft, Apple and other related certifications are a plus.
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