Senior Technical Support Specialist

4 days ago

Reston, Virginia, United States Createch - Creative + Tech Staffing Full time

Job Title: Senior Technical Support Specialist

Job Summary:

The Senior Technical Support Specialist will play a key role in supporting the user community by maintaining accurate Information Systems. This individual will provide technical support to the user community, resolving service desk support calls, providing desk side support, and supporting complex enterprise support tools and computing systems.

Duties & Responsibilities:

Program Support:

• Participate in a mission-driven culture of high-quality performance, focusing on customer service, consistency, dignity, and accountability.

• Provide general Service Desk phone support and Tier 1-2 desk side support for the organization, including troubleshooting and repairing computer hardware and software, Citrix, and application support.

• Support Azure, Office 365, and various cloud services.

• Support telco systems, such as Avaya IP Office Manager and RightFax.

• Identify, investigate, and resolve production problems involving application systems, storage allocation, and device assignments.

• Monitor system alerts and contact vendors for service as needed.

Administrative Support:

• Assist the team in carrying out department responsibilities and collaborate with others to support short- and long-term goals/priorities for the department.

• Perform basic network/system administration, security management, and user account management in Active Directory (AD), Microsoft Exchange, Multi-factor authentication (MFA), Pulse Secure, CrowdStrike, and Rivest Shamir Adleman (RSA).

• Perform Active Directory administration: disable/unlock accounts, reset passwords, and New Technology File System (NTFS) folder permissions.

Minimum Qualifications:

3 years of experience providing Information Technology (IT) support in an enterprise computing environment required.

3 years of progressive experience in Microsoft Office 365, Windows PC systems, Dell personal computers (PC), and Active Directory required.

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position may also be qualifying.

Preferred Qualifications:

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.

3 years of experience in supporting executives.

Knowledge & Abilities:

Develop rapport and establish and maintain effective working relationships with leadership and staff and external contacts at all levels and with diverse backgrounds.

Work independently and exercise sound judgment.

Communicate clearly and concisely, both orally and in writing.

Work a flexible schedule; available to participate in evening and weekend events.

Organize, be analytical, problem-solve, and possess project management skills.

Work in a fast-paced environment and in an efficient manner.

Manage multiple projects and identify opportunities for internal and external collaboration.

Motivate and lead multi-program teams and external committees/coalitions.

Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job-specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.

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