Sr. IT Support Specialist

2 weeks ago


East Hartford, United States PRI Technology Full time

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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