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Senior IT Support Specialist

1 month ago

Wilmington, Delaware, United States JobRialto Full time
Job Summary:

As a Senior IT Region/Site Support Analyst, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary goal will be to ensure a seamless customer experience by resolving issues efficiently and effectively.

Key Responsibilities:
  • Engage with customers via phone, email, chat, and in-person to answer questions and resolve problems.
  • Provide end-user support for the installation of manufacturing applications.
  • Capable of manufacturing system integration, including design, build, and implementation of manufacturing IT infrastructure.
  • Installation/configuration, support, and maintenance of standard, specialized, and customized applications.
  • Support and maintenance of standard, specialized, and customized computers and workstations.
  • Support and maintenance of network telecommunication equipment, including network routers, switches, wireless access points, and VoIP telephones.
  • Work with vendors to manage and implement business-specific applications within the environment.
  • Coordinate the resolution of end-user problems, providing the appropriate level of support and escalating issues as needed.
  • Define and document support processes.
  • Communicate with stakeholders to set expectations for problem resolution.
  • Participate in collaborative work and service restoration teams to ensure standards are being followed and service is restored quickly and correctly.
  • Perform root cause analysis to prevent repeat issues.
  • Drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team.
Requirements:
  • Associate's or bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of three (3) years of IT support experience.
  • Well-versed with computer hardware and accessories.
  • Well-versed with Microsoft operating systems, including Windows 7 and Windows 10.
  • Well-versed with Microsoft Office software, including Office 2010, 2013, and Office 365.
  • Familiarity with Audio/Video conferencing through Microsoft TEAMS.
  • Effective communication skills, both oral and written.
  • Ability to quickly adapt and learn applications in use in the environment.
  • Ability to perform high-level troubleshooting and problem-solving.
  • Ability to effectively document resolutions.
  • Able to interact with executive-level end-users.
  • Basic understanding of network installation and support.
  • Ability to multi-task and work collaboratively.
Desirable Experience/Attributes:
  • Familiarity with ServiceNow.
  • Ability to work well and collaboratively with others.
  • Familiarity with supporting mobile devices, including iPhone, iPad, Android, and tablets.
  • Basic understanding of printers, including local and network printers, as well as printing methods.