Senior IT Support Specialist

3 weeks ago

Rogers, United States Arkansas Staffing Full time

Senior It Support Specialist It's fun to work in a company where people truly BELIEVE in what they're doing As a Senior IT Support Specialist for Rocket Software, you will be part of a global fast paced IT organization with a primary mission to provide world class support services to our software development labs and internal business units within the Americas, APJ and EMEA regions. The Senior IT Support Specialist provides 2nd line support to Rocketeers, acting as an escalation point for IT Support Specialists. They receive, record, diagnose, update and resolve issues opened by our customers, Rocketeers. They offer support and guidance to IT Service Desk Specialists. Essential Duties and Responsibilities: Provide level 2 support to Rocketeers working to resolve more complex issues. Understand and apply advanced principles of Rocket's IT Service Management tool set. Create and validate knowledge articles to solve more complex Service Requests and Incidents. Carry out advanced tasks requiring adherence to prescribed processes. Continue to develop documentation and communication skills. Act as the primary escalation point for Associate IT Service Desk Specialists, IT Service Desk Specialists and IT Support Specialists. Apply necessary escalation processes. Create work plans and work independently and meet due dates. Work under limited direction of a manager and/or more senior team members. Contribute to projects and initiatives within EUX and the wider IT group. Willingness to learn and support AV equipment used in the office during large events and small meetings. Required Qualifications: 3 - 5 years of IT Support or Service Desk Experience. Advanced understanding of hardware and software systems. Able to provide strong evidence of previous Service Desk and Support work completed. A deeper technical understanding of key IT technologies such as Windows 10, Active Directory, Office 365, networking concepts and unified communications. A solid understanding of hardware, particularly laptops. Good understanding of IT Service Management Principles. Works well in a team; collaborative, accountable and dependable. Recognizes and acts appropriately to high priority incidents and Service Requests. Contributes to solutioning on large scale issues. Proactive in identifying systemic issues. Self-manages tasks. Preferred Qualifications: Technical certifications desirable. Education: Bachelor's Degree in an IT technical/Networking degree. Travel Requirements: Minimal,

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