Sr. IT Support Specialist

4 weeks ago

Fishers, United States Vaco Los Angeles Full time

Sr. IT Support Specialist (Contract) in Fishers, IN at Vaco **Location:**

**Experience:**

Not Specified **Job Description**

**Sr. IT Support Specialist**Long-term Contract - Fishers, IN

**NO C2C or Sponsorship available**

Primary Responsibilities

* Provide Tier II-III help desk and project-level Service Desk functions to include evaluating, processing/resolving, reporting, and tracking of trouble tickets

* Monitor trouble ticket queues, entering and managing software problem incidents

* Review trouble tickets to ensure documented information is complete, accurate, and sufficient to facilitate reproduction and analysis of the issue

* Work tickets and coordinate with other support center staff and/or ticket originator to confirm or obtain additional information and assign classification and priority to facilitate timely processing

* Communicate and collaborate with IT team, local staff, and other stakeholders for resolution of issues

* Assist with O365 hybrid User Account provision processing and troubleshooting

* Handle routine tasks with no assistance and complete new assignments with general instructions

* Work on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendations, document tickets.

* Follow standard practices and procedures

* Work closely with other support team members to ensure timely ticket triage.

* Manage escalation to Vendors for higher level support

Basic Qualifications

* Minimum of 5 years of prior relevant operational software support experience

* Technical BS Degree preferred

* Ability to interact and assist customer team members, at a variety of levels and technical capabilities, including high levels of management.

* Must be able to learn quickly, work independently, be detail-oriented, and excellent time management skills

* Must have strong analytical, problem-solving, and conceptual skills

* Must have the ability to own a technical task and work it to completion

* Extensive hands-on experience in an operations support role.

* Tier II-III experience troubleshooting user issues and gathering information to support resolution

* Intermediate knowledge of and experience supporting Office365, Fortinet Firewalls

* Experience with Hyper-V virtual server support

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