Sr. IT Support Specialist
4 weeks ago
Sr. IT Support Specialist (Contract)
in
Indianapolis, IN
at
Vaco
**Location:**
**Experience:**
Not Specified
**Job Description**
**Sr. IT Support Specialist**
**Primary Responsibilities**
* Provide Tier 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 and create/update KB articles as needed.
* Follow standard practices and procedures
* Work closely with other support team members to ensure timely ticket triage.
* Manage escalation to Vendors for Tier IV support
Basic Qualifications
* Technical BS Degree or 6+ years of prior relevant operational software support experience
* 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 III experience troubleshooting user issues and gathering information to support resolution
* Experience with Freshdesk ticket management tool
* Intermediate knowledge of and experience supporting Office365, Fortinet Firewalls
* Experience with Hyper-V virtual server support
Additional experience desired but not required
* SOX Auditing
* Cybersecurity experience
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