Senior Technical Support Specialist
6 days ago
We are seeking a skilled Sr. Technical Support Analyst to join our team at Blake Smith Staffing, LLC.
The successful candidate will provide second/third level end-user PC support, perform configuration/installation and troubleshooting of PC hardware and software, and install/configure and troubleshoot Windows based operating systems, Microsoft Office & Outlook products.
Key Responsibilities:
- Under limited supervision and direction, provide second/third level end-user PC support.
- Perform configuration/installation and troubleshooting of PC hardware and software, including laptops, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI.
- Install, configure, and troubleshoot Windows based operating systems, Microsoft Office & Outlook products and provide application support to end users, including the backup, recovery and migration of end user data.
- Support hardware and software testing.
- Support Apple hardware and Operating systems.
- Diagnose software and hardware errors and compatibility issues.
- Provide end user training and knowledge documentation.
- Provide status reports, incident and problem summaries, and project status as required.
- Provide PC desktop support for hub locations, and remote offices and users.
- Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
- Manage small scale projects from initial assessment to implementation.
- Comply with and support ITIL change-incident-problem management processes and work instructions.
- Provide event and crisis management support as necessary.
- Provide a high level of customer service while working in a dynamic complex environment.
- Assist and train other associates on incident and problem management and resolution.
- Deploy and collect desktop equipment from end users.
- Maintain highly-accurate inventory records.
- Support in a mixed environment which includes VDI.
Qualifications
Required Experience:
- Minimum of two (2) years of 2nd desktop related support.
- Minimum of two (2) years' experience with Service Now or a similar incident management system.
- Minimum of two (2) years' experience supporting Executive Leadership.
Desired Experience:
- Two or more years imaging and supporting PC's.
- Strong Microsoft knowledge, hardware and software support (2 to 3 years' experience).
- Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization.
- Ability to perform in a dynamic environment with changing schedules and priorities.
- Possess a friendly, can-do attitude and flexible with work schedule.
- Technology asset management (ITAM) a plus.
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