Senior IT Support Specialist

3 weeks ago

Albuquerque, United States Expedite Technology Solutions LLC Full time
SENIOR IT SUPPORT SPECIALIST
Based onsite in the Albuquerque, NM facility, the Senior IT Support Specialist, will work closely with the IT Support Team Lead, managing the IT Service Desk queue and carrying out the day-to-day Service Desk functions required to provide the efficient delivery of IT services. Effective communication and world-class support is vital to the success of this role.
You'll have the opportunity to provide instruction, guidance, and technical support to the different teams to deliver and support IT systems through efficient management of the IT Service Desk. This is carried out via on-site desktop support, phone, IM, and email. You'll also be responsible for ensuring that systems are compliant with applicable standards to maintain robust information security in accordance with PSR and NIST 800-171.

WHAT YOU'LL DO:
  • Provide quality IT support and service by interacting positively with our staff, answering inquiries, and effectively handling complaints.
  • Is an expert in finding a way to say yes.
  • Track and update support desk Incident, Request, Problem, and Change, Project tickets, and other documentation.
  • Provide assistance, training and guidance to new starters. Help identify ways that we can improve our onboarding process and experience.
  • Helps with problem research and documentation to provide workarounds and fixes.
  • Enable on time delivery of Production and services through provision and support of IT systems and services.
  • Provide assistance, training and guidance to new starters.
  • Report on any new business requirements.
  • Participate in the Continuous Improvement Process; the ongoing effort to improve our service, IT Systems, and processes.
  • Assist in the development of new systems and networks.

QUALIFICATIONS:
  • High school diploma or GED and 5+ years of experience in an IT support or service role.
  • Basic understanding and experience in following a framework for service delivery such as ITIL.
  • Experience / knowledge:
    • 5+ years supporting users of Windows desktop operating systems, Outlook/Active Directory and peripherals including monitors, printers, as well as projectors and other video display technologies.
    • Familiarity with virtualization technologies, public / private cloud.
    • Active Directory and Group Policy.
    • Supporting users of modern web-based applications including hosting, troubleshooting, security, etc.
    • Familiarity with security frameworks and networking technology: IPSEC, SSL VPNs, firewalls, switches, etc.
    • Worked in a Hybrid Cloud environment: Azure, AWS, O365, etc.

NICE TO HAVES:
  • Linux desktop and Linux server (Ubuntu/Debian) support experience.
  • Strong organization skills with the ability to delegate tasks, set clear goals, and deadlines.
  • Experience working in a high tech fast paced industry such as semi-conductor or aerospace industries supporting hardware/software engineers, labs and manufacturing.
  • Excellent verbal and written communication skills.
  • Excellent problem solving and analytical skills - able to see the big picture, make connections and appropriate decisions.
  • Outstanding attention to detail.
  • Ability to communicate and present complex and technical concepts and ideas to a general audience.
  • Being an exceptional multitasker, displaying excellent time management skills and ability to work under pressure.

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