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Senior Technical Support Specialist

2 months ago

Raleigh, North Carolina, United States AKC Limited Full time
Job Summary

We are seeking a highly skilled Senior Technical Support Specialist to join our IT team at AKC Limited. In this role, you will be responsible for providing advanced desktop support for Windows, Mac, and mobile devices, as well as managing user accounts in Active Directory/Azure.

Key Responsibilities
  • Technical Support: Provide tier 1 & 2 support to callers from all locations, and serve as a subject matter expert in desktop technologies.
  • Desktop Services: Provide deskside services, including moves, adds, and changes (MACs), break/fix activities, and general technical and desktop application support to users.
  • Account Management: Create, delete, and modify permissions of Microsoft Active Directory user accounts and groups.
  • Collaboration and Liaison: Serve as a liaison between AKC end-users and other IT staff, programming staff, and server engineering.
  • Maintenance and Troubleshooting: Perform routine maintenance on AKC computing equipment and infrastructure hardware, and troubleshoot and resolve onsite issues.
  • Inventory Management: Track all desktop equipment and software deployments and maintain records in an inventory database.
  • Event Support: Attend offsite AKC events to provide technical support to employees.
Requirements
  • Education: Bachelor's degree in a STEM field or equivalent experience.
  • Technical Skills: Advanced experience with call handling, ticket management, escalation, and documenting resolutions, as well as expertise with computer peripheral equipment and desktop-sharing tools.
  • Soft Skills: Excellent written and verbal communication skills, comfort in handling high-pressure situations, and experience supporting Executive staff members.
  • ITIL Framework: Understanding of the ITIL framework.