Lead Technical Support Specialist

2 weeks ago

Bethlehem, Pennsylvania, United States BERKHEIMER BUSINESS SERVICES LLC Full time

Berkheimer Business Services LLC, a prominent name in content and process automation, is seeking a talented and committed Lead Technical Support Specialist to enhance our Technical Support team.

ROLE OVERVIEW:

The primary responsibility of the Lead Technical Support Specialist is to deliver advanced Help Desk assistance, engaging with both internal and external clients, as well as vendors, to uphold and optimize the company's technical framework. This role demands exceptional customer service, effective communication across diverse groups, and proficient technical troubleshooting abilities.

Key Responsibilities Include:

  • Oversee the complete installation, maintenance, and support of the network infrastructure, including switches, routers, firewalls, and more.
  • Assist in the creation of innovative technology solutions while ensuring the correct configuration and cabling of network systems.
  • Conduct diagnostics, troubleshoot network devices, and engage in LAN performance evaluations.
  • Maintain documentation of infrastructure setups, manage technical project assignments, and monitor system performance metrics.
  • Record activities in ticketing systems and ensure all assigned requests are resolved within the designated timeframes.
  • Support the training of junior team members, communicate effectively with various stakeholders, and occasionally travel to provide technical assistance.

WORK ENVIRONMENT + SCHEDULE:

  • On-site position with flexibility for hybrid/remote work after initial training period.
  • Standard working hours from Monday to Friday, 8 am to 4:30 pm.
  • Participation in an on-call rotation for emergency support during off-hours is required.

COMPENSATION + BENEFITS:

  • Salary range: $55k - $63k, based on experience.
  • Comprehensive Medical, Dental, & Vision insurance.
  • Generous Paid Time Off for vacation, sick leave, personal days, and holidays.
  • 401(k) Profit Sharing plan.
  • Basic Life Insurance coverage.
  • Tuition Reimbursement opportunities.
  • Travel Assistance services.
  • Employee Assistance Program access.
  • Long-Term Disability coverage.
  • Preparation of Wills services.
  • Optional pet insurance available.

CANDIDATE PROFILE:

The ideal candidate will have a robust background in computer technology, outstanding written and verbal communication skills, and a proactive approach to problem-solving. The Lead Technical Support Specialist will tackle challenges with creativity, diligence, and the capability to implement new technologies and best practices.

  • Bachelor's Degree or equivalent from a four-year college or technical institution.
  • A minimum of 2-4 years of relevant experience and/or training, or a combination of education and experience.
  • Valid Driver's License with a clean driving record.
  • A+ Certification is preferred.
  • Familiarity with the following systems/tools:
    • Microsoft Deployment Toolkit (MDT)
    • Distributed File System (DFS)
    • Microsoft Windows 11
    • Active Directory
    • PowerShell
    • Cisco Networking
    • Virtual machine software (VMware)
    • Avaya or similar IP phone systems
    • Remote Desktop Services (RDS)/Terminal servers

ABOUT US:

At Berkheimer Business Services LLC, we believe that open and honest communication is essential to maintaining the integrity of our organization. We interact with each other and our clients with respect and trust. Our employees are the driving force behind our success, and we are dedicated to providing an environment that fosters their growth and achievement. We encourage innovative thinking and the use of information to develop effective solutions.

Equal Opportunity Employer: All positions require successful reference checks, criminal background checks, and drug screenings.

Compensation details: Yearly Salary

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