Senior Support Technician resolving complex IT issues for diverse businesses. Collaborating with L1 technicians and leading technical projects for IT management services.
About the role
- Technical support specialist providing IT assistance and resolving hardware and software issues. Ensuring effective user support and participating in installation and configuration of systems.
Responsibilities
- Provides technical support and assistance to end users, including diagnosing and resolving hardware and software issues, setting up user accounts, and providing training and guidance on IT systems and applications.
- Participates in the installation, configuration, monitoring and technical support of all physical endpoints. This includes laptops, desktops, thin clients, printers, and mobile devices.
- Participates in the deployment and license management of all supported software.
- Provides Level One support to troubleshoot and resolve incidents.
- Accurately perform new user account creation, management, and deletion within Active Directory, according to documented IT processes and procedures.
- Manages print queues and drivers according to documented processes and procedures.
- Provides excellent customer support to all technology users.
- Ensures workstation adherence to all security requirements per the Acceptable Use and Information Security Policies.
- Participates in the rotating “on call” schedule with other members of the team for providing support to the business and partners after hours and on weekends.
- Adheres to all established hardware configuration standards.
- Documents and maintains technical documentation, including system configurations, troubleshooting procedures, and user guides, to ensure accurate and up-to-date information for IT systems and operations.
Requirements
- Associates degree in Computer Science, Information Systems or equivalent combination of education and experience.
- 1+ years of experience in a technical support role, preferably in a helpdesk or service desk environment.
- Experience with troubleshooting and resolving IT issues related to hardware, software, networking, and other IT systems.
- MCP, ITIL, A+ Certifications are desirable but not required.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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