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Senior IT Support Specialist

2 months ago

Davidson, United States TekWissen ® Full time

Position: IT Technician 2

Location: Davidson, NC

Duration: 12 Months

Job Type: Contract

Work Type: Onsite

Pay Rate: $ /Hourly/W2

Job Overview:

The IT Technician 2 will serve as a critical resource in delivering tier III IT support for internal personnel, focusing on the implementation, maintenance, and enhancement of IT infrastructure. This role is pivotal in ensuring exceptional customer satisfaction, compliance with organizational policies, and the enforcement of IT standards.

Key Responsibilities:

  • Provide advanced technical support for a variety of devices including computers, tablets, mobile devices, printers, and peripherals.
  • Oversee the lifecycle management of client hardware and asset management processes.
  • Collaborate on IT-related projects, ensuring effective execution and support.
  • Manage incident resolution, both minor and major, to uphold service quality.
  • Assist in the deployment of applications and emerging technologies.
  • Process hardware and software requests efficiently.
  • Deliver training sessions for employees on hardware usage and IT protocols.
  • Engage in continuous improvement initiatives to enhance IT processes and services.
  • Ensure reliable and secure operation of client endpoint devices.
  • Resolve internal customer inquiries and issues promptly and professionally.
  • Work with business partners on projects to ensure secure IT solutions meet business requirements.
  • Mentor and train new IT Service Operations Specialists.
  • Participate in root cause analysis and solution development.

Additional Duties:

  • Provide dedicated IT support to executive leadership, ensuring swift resolution of technical issues.
  • Set up and maintain executive computing devices, ensuring all software and hardware are current.
  • Support video conferencing systems for seamless virtual communications.
  • Manage mobile devices for executives, ensuring secure and efficient operation.
  • Maintain confidentiality and professionalism when handling sensitive information.
  • Act as the primary technical liaison for executive leaders and their teams.
  • Occasionally travel to support IT infrastructure and applications.
  • Collaborate with teams to align IT initiatives with business strategies.

Qualifications:

  • Bachelor's or Associate degree in a relevant IT field.
  • 10+ years of IT support experience, with a focus on executive or senior management support.
  • Familiarity with the ServiceNow platform.
  • Experience with Linux operating systems and shop floor systems.
  • Possess a proactive and innovative mindset, with a focus on problem-solving.
  • Strong customer service, communication, and interpersonal skills.
  • Ability to work independently and manage time effectively.
  • Proficient in diagnosing and troubleshooting various client devices.