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Senior Technical Support Specialist

2 months ago

Cleveland, Ohio, United States US Tech Solutions Full time
Position OverviewRole Summary:
  • The ideal candidate will exhibit reliability, punctuality, and a capacity for rapid learning, alongside foundational technical skills to troubleshoot computer-related issues while adhering to technical documentation.
  • We seek an individual who presents a professional appearance, maintains an upper business casual dress code, and possesses the ability to engage effectively with senior leadership.
Senior Technical Support Specialist Responsibilities:
  • As a Senior Technical Support Specialist at US Tech Solutions, you will utilize your technical expertise to collaborate with leadership and enhance support services for enterprise-level processes and technologies. Your responsibilities will include addressing support inquiries, ensuring client satisfaction, and sustaining consistent service delivery.

Key Responsibilities:
  • Proactively oversee and fulfill work requests to guarantee quality and timely outcomes.
  • Conduct troubleshooting for escalated issues prior to seeking further assistance.
  • Engage directly with stakeholders to collect additional information as necessary.
  • Participate in ongoing improvement initiatives, focusing on process simplification and automation.
  • Analyze available data, identify deficiencies, and resolve moderately complex challenges.
  • Escalate issues that may pose risks to the organization.
  • Comply with company policies and standards, escalating any exceptions or violations.
  • Lead initiatives and leverage a broader network of technology resources.
  • Develop a comprehensive understanding of responsibilities across various technology teams.
  • Act as a trusted partner to the lines of business (LOBs) we support.
  • Embrace mentorship and training opportunities.
  • Apply continuous learning to enhance your work.
  • Share insights regarding company processes and industry trends.
  • Schedule, coordinate, and facilitate strategic meetings with team members, peers, and vendors.
  • Gather and analyze metrics to monitor product, process, and environmental health.
  • Collaborate with other departments on enterprise performance metrics.
  • Establish and update documentation standards for products, processes, and environments.

Required Qualifications:
  • A minimum of 2 years of technical experience (specific technology expertise may vary).
  • An associate's degree in computer science and/or business, or equivalent work experience.
  • Experience working within a customer-oriented, positive team environment.
  • Strong interpersonal, verbal, and written communication skills for interactions with both technical and non-technical personnel.
  • Ability to provide support on individual projects and initiatives within defined scope, budget, and timeline.
  • Experience tracking corporate IT assets throughout their lifecycle.
  • Proficient in installing, supporting, and maintaining desktop applications.
  • Experience provisioning applications using Microsoft System Center Configuration Manager (SCCM).
  • Support for desktop and mobile operating systems.
  • Ability to configure, troubleshoot, and repair hardware.

Essential Functions:
  • Engage in the support of the company's computer platforms across various locations.
  • Deliver a high level of customer service to the internal client base.
  • Communicate effectively with end users.
  • Set up, maintain, and troubleshoot Microsoft Windows and Apple MAC OS computers.
  • Complete assigned tickets within service level agreements (SLA).
  • Utilize industry-standard concepts, practices, and procedures.
  • Follow documented and established guidelines to perform job functions.
  • Communicate with excellent grammar and listening skills.
  • Collaborate closely with the team and produce clear documentation.
  • Adapt to new procedures and learn new skills.
  • Provide audio/visual support as needed.

Training Opportunities:
  • Training will be provided as appropriate.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm offering a comprehensive range of talent on-demand and total workforce solutions. For more information about US Tech Solutions, please visit our website.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.