Advanced Technical Support Specialist

2 weeks ago

Fort Worth, Texas, United States Scantron Full time
Job Overview

Secur-Serv, a division of Scantron Corporation, stands as a premier managed services provider specializing in IT, printing, and hardware solutions, with a strong emphasis on security integrated into every service offered. We deliver comprehensive on-site support to businesses across various sectors, including finance, manufacturing, transportation, and healthcare.

Located in Omaha, NE, Secur-Serv is equipped to serve clients throughout the continental United States and Canada.

Why Choose Scantron?

At Scantron, we prioritize both professional and personal development, collaborating with our employees to create clear career trajectories and supporting their ambitions through internal and external training opportunities, as well as tuition reimbursement. We encourage our team members to innovate and contribute to solutions that enhance processes and systems. Our work environment is designed to empower every employee to make a meaningful impact.

  • Our full-time employees enjoy a comprehensive benefits package, including EPO medical plan options, HSA medical plans with employer contributions, dental and vision coverage, as well as company-paid life insurance and short- and long-term disability coverage.
  • Prepare for your future with our 401K savings plan, featuring a generous company match, with immediate vesting upon eligibility.
  • Engage in our company-wide well-being program, which also helps reduce your annual health insurance premiums.
  • Explore educational and training opportunities through our Tuition Reimbursement Plan, covering up to $5,250, or utilize our LinkedIn Learning platform to enhance your skills and career.

This position is remote, and we encourage all qualified candidates to apply.

Position Summary

The Advanced Technical Support Specialist is tasked with delivering high-level technical assistance and resolving intricate issues escalated from Tier 1 and Tier 2 support teams. This role serves as a subject matter expert, playing a vital part in sustaining the efficiency and productivity of our IT infrastructure.

Key Responsibilities
  • Deliver advanced technical support to end-users by diagnosing and resolving complex hardware, software, and network challenges.
  • Act as the escalation point for Tier 1 and Tier 2 technicians, aiding them with sophisticated technical issues.
  • Investigate and resolve incidents and service requests within established service level agreements (SLAs) to ensure prompt resolution.
  • Utilize appropriate tools and resources to analyze and diagnose technical problems.
  • Collaborate with other IT teams and vendors to ensure effective problem resolution and escalate issues as necessary.
  • Accurately document all troubleshooting steps, solutions, and incident details in the ticketing system.
  • Identify recurring issues proactively and propose long-term solutions or process enhancements to mitigate future incidents.
  • Provide mentorship and guidance to junior help desk technicians, sharing knowledge and expertise.
  • Stay informed about the latest industry trends, technologies, and best practices to enhance technical skills and knowledge.
  • Assist in the implementation, configuration, and maintenance of IT systems, including hardware, software, and network infrastructure.
  • Participate in on-call rotations and be available for support during off-hours or weekends as required.
  • Engage in continuous process improvement, including updating documentation and training employees on technical procedures.
  • Perform other duties as assigned.
Qualifications
  • Demonstrated experience as a Tier 3 Help Desk Technician or in a comparable technical support role.
  • Extensive knowledge of desktop operating systems, including Windows and Mac OS, as well as Citrix, networking, server maintenance, and cloud security.
  • Proficient in troubleshooting hardware, software, and network issues.
  • In-depth understanding of Active Directory, DNS, DHCP, and other networking protocols.
  • Skilled in using remote support tools to assist end-users.
  • Familiarity with the ITIL framework and incident management processes.
  • Excellent problem-solving and analytical abilities, with a capacity for critical and logical thinking.
  • Strong communication skills, capable of explaining technical concepts to non-technical users.
  • Able to thrive in a fast-paced and dynamic environment, managing multiple priorities simultaneously.
  • Experience with security protocols, Azure, and Office 365.
Preferred Education/Skills/Experience
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Industry certifications such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA).

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 status, protected veteran status, or any other characteristic protected by law.

Applicants with disabilities may request accommodations to complete the selection process.

EEO is the law. To review your rights under Equal Employment Opportunity, please visit the appropriate resources.

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