IT Support Specialist Senior
1 day ago
As a Senior IT Support Specialist, you will play a critical role in ensuring the smooth operation of computer systems and resolving escalated help requests for end-users. This position requires strong technical skills, excellent communication abilities, and a customer-centric approach.
Key Responsibilities- Provide technical support to end-users, resolving issues with computer systems, software, and hardware.
- Lead and assist in providing support to level I and II technicians when request volumes are high.
- Develop and maintain technical documentation, including help sheets and FAQs for end-users.
- Contribute to the development and maintenance of IT procedures, identifying opportunities for improvement and sharing best practices.
- Communicate potential or real customer satisfaction issues to managers and IT team members.
- Education and experience equivalent to a High School diploma/GED and four (4) years of related experience in modern desktop and server operating systems, industry-specific computer software, and application support experience with Microsoft Office 365 and mainstream web browsers.
- Industry-related certifications preferred.
- Exceptional written and oral communication skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills and ability to present ideas in user-friendly, business-friendly, and technical language.
- Ability to conduct research into a wide range of computing issues and absorb and retain information quickly.
This position requires occasional lifting/carrying of 5-10 lbs., visual acuity, speech, and hearing, hand and eye coordination, and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to handling, walking, sitting, standing, bending, and reaching to perform the essential functions.
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