Senior Technical Support Specialist
Job Responsibilities
Build rapport and elicit problem details from users
Prioritize and schedule problems. Escalate problems (when required) appropriately
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
Perform post-resolution follow-ups to help requests
Develop help sheets and knowledge base articles for end users
Perform related duties consistent with the scope and intent of the position
Maintains client confidence and protects operations by keeping information confidential
Familiar with Helpdesk, Change and Problem Management Processes as well as work well within a collaborative environment
Research, design, implement, and troubleshoot information systems and technology solutions in support of business needs
Installing and configuring computer hardware operating systems and applications
Supports Windows servers at all locations (including Active Directory in a large environment, file/print servers, domain controllers, production applications, virtualization (VMware / Citrix), alert notifications, user administration, operational support, and backup/recovery).
Supports network related devices at all locations (including voice, data, video conferencing equipment, local area network etc.).
Provides Tier I/II/III support per request from various constituencies. Investigate and troubleshoot issues
Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies
Must be on-call and available on a 7x24 basis
Demonstrate ability to independently triage moderately complex incidents
Able to identify and propose system and application fixes for performance bottlenecks
Effective at dealing with change: Able to transition in role or handle a significant modification to workflow or technology with minimal ramp-up time and with very little guidance
Requirements (Knowledge / Experience):
Bachelor s Degree in Computer Sciences or Equivalent
Minimum of 5 years experience
Ability to manage and prioritize multiple projects simultaneously
Thorough 'hands-on' understanding of Windows OS Systems administration, with DNS, file access methods, system utilities, and Active Directory in a large environment. To include backup and recovery utilities
Thorough understanding of all Microsoft Office products
Comprehensive knowledge of hardware, telecommunications, network, and personal computer analysis
Provide Level 2 and 3 IT Service desk services including VPN, MS Windows, MS Outlook, PC Hardware, Software and network troubleshooting
excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
Strong customer focus
The ability to prioritize workload
Are you a returning applicant?
Previous Applicants:
Email:
Password:
If you do not remember your password click here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Build rapport and elicit problem details from users
Prioritize and schedule problems. Escalate problems (when required) appropriately
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
Perform post-resolution follow-ups to help requests
Develop help sheets and knowledge base articles for end users
Perform related duties consistent with the scope and intent of the position
Maintains client confidence and protects operations by keeping information confidential
Familiar with Helpdesk, Change and Problem Management Processes as well as work well within a collaborative environment
Research, design, implement, and troubleshoot information systems and technology solutions in support of business needs
Installing and configuring computer hardware operating systems and applications
Supports Windows servers at all locations (including Active Directory in a large environment, file/print servers, domain controllers, production applications, virtualization (VMware / Citrix), alert notifications, user administration, operational support, and backup/recovery).
Supports network related devices at all locations (including voice, data, video conferencing equipment, local area network etc.).
Provides Tier I/II/III support per request from various constituencies. Investigate and troubleshoot issues
Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies
Must be on-call and available on a 7x24 basis
Demonstrate ability to independently triage moderately complex incidents
Able to identify and propose system and application fixes for performance bottlenecks
Effective at dealing with change: Able to transition in role or handle a significant modification to workflow or technology with minimal ramp-up time and with very little guidance
Requirements (Knowledge / Experience):
Bachelor s Degree in Computer Sciences or Equivalent
Minimum of 5 years experience
Ability to manage and prioritize multiple projects simultaneously
Thorough 'hands-on' understanding of Windows OS Systems administration, with DNS, file access methods, system utilities, and Active Directory in a large environment. To include backup and recovery utilities
Thorough understanding of all Microsoft Office products
Comprehensive knowledge of hardware, telecommunications, network, and personal computer analysis
Provide Level 2 and 3 IT Service desk services including VPN, MS Windows, MS Outlook, PC Hardware, Software and network troubleshooting
excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
Strong customer focus
The ability to prioritize workload
Are you a returning applicant?
Previous Applicants:
Email:
Password:
If you do not remember your password click here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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