Senior IT Technical Support Specialist

Pay Range: $33.33hr - $35.19hr

Job Overview:

Our client is looking for a professional with an interest in technology who works well in a customer-facing role, can patiently take the time to understand an issue to properly document it, and can comfortably navigate a PC to perform basic troubleshooting. This is an on-site position focused on hands-on technical support.

Responsibilities:

• Providing first level triage and technical support to employees through tickets and in-person at the support desk.
• Analyzing technician workflows to identify areas of improvement and optimization.
• Identifying technician workflows that do not have supporting process documentation.
• Assisting the IT team with system provisioning and device refresh/replacements.
• Writing process and technical documentation.
• Maintaining physical and virtual asset stockrooms.
• Supporting IT project goals.
• Helping to set up devices or mobile accessories.
• Communicating status updates with internal clients.
• Ensuring that requests are prioritized and closed in a timely manner.
• Working alongside a senior IT technician who can assist with escalations and provide guidance to advance IT support knowledge.
• Learning and adhering to company policies and procedures regarding IT security and data privacy.
• Engaging in knowledge-sharing sessions and training to enhance technical skills.

Preferred Qualifications:

• Basic understanding of Windows troubleshooting.
• Android/iOS familiarity.
• Customer-oriented mindset.
• Ability to take clear notes to capture problems correctly.
• A general understanding of MacOS is helpful but not required.

Preferred Skills:

• PowerShell or command line (CLI) familiarity.
• CompTIA A+ certification.
• Familiarity with networking concepts (DNS, LAN, WAN).

Candidate Profile:

• Ability to comfortably navigate a PC to perform basic troubleshooting.
• Patience to take the time to understand an issue in order to properly document it.
• Strong interest in technology and comfort working in a customer-facing role.
• Strong verbal and written communication skills for assisting users and documenting issues.
• Ability to work in a team environment and learn from others.
• Patience and a customer-focused attitude to assist non-technical users.
• Degrees related to technology such as Management Information Systems, Business Technology Management, or Information Technology are ideal but not required.
• 6+ years of experience in IT support functions.