Senior Technical Support Specialist

4 weeks ago

Findlay, Ohio, United States FST Logistics Full time

The Senior End-User Support Specialist is responsible for delivering high-quality technical support to our end-users through various channels, including tickets, calls, and on-site visits.

They are expected to provide foundational computer training, modify hardware systems, install computer peripherals, and perform intermediate computer maintenance.

Additionally, they will handle escalated helpdesk tickets to minimize operational impact and support junior End-User Support Specialists with complex requests.

The Senior designation comes with a requirement for advanced technical knowledge and a responsibility to mentor and facilitate the growth of junior team members.

To ensure success in this role, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills.

You will be accountable for analyzing help tickets to identify root causes and providing solutions to minimize repeat tickets.

Furthermore, you will work with TSG and Operations to identify strategies that prevent or reduce operational downtime and increase overall company efficiency.

Key responsibilities include:

  • Supporting internal end-users (50% of time)
  • Mentoring newer team members (30% of time)
  • Working with outside vendors/contractors (10% of time)
  • Collaborating with TSG and Operations leaders (10% of time)

Qualifications and skillsets include:

  • Live FST traits: Reliable, Invested, Responsive, Adaptable, Passionate, and Innovative
  • Ability to take ownership of duties and communicate relevant information to necessary parties
  • Minimum 5 years of experience in an end-user technical support role, or equivalent combination of experience and education
  • Strong customer service skills, professionalism, and friendly desk-side manner
  • Ability to manage incoming helpdesk tickets, evaluate, assign priority, and distribute to appropriate TSG queue/staff or escalate to managed services provider
  • Experience resolving complex tickets and high-level understanding of Active Directory and Group Policy Object principles
  • Knowledge of Windows 10, MacOS, AndroidOS, and iOS, as well as TCP/IP, DNS, LAN/WAN, WiFi, and VoIP Phone System
  • Patch management, End-point protection, and desktop imaging experience
  • Ability to write end-user guides, SOPs, and train users to use various systems
  • Prior experience working in or consulting in the distribution, logistics, or transportation industry, with RF Scan Gun maintenance/support a plus
  • Strong written and verbal communication skills, time management skills, and ability to rapidly learn new software applications and functionality
  • Strong working knowledge of Microsoft suite, including Microsoft Outlook, Windows, Word, Excel, and PowerPoint
  • Proven experience working remotely and interacting with team members through web conferencing
  • Associate's degree in technical or related field preferred, or 5 years of practical experience in a related field
  • Relevant certifications, such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft 365, preferred

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