SENIOR IT SUPPORT SPECIALIST

SUMMARY

The Senior IT Support Specialist is accountable for delivering desktop support to both on-site and remote internal customers within the company. This entails effectively overseeing a diverse range of customer calls, emails and in person requests by listening, interpreting, explaining, and understanding their needs. Collaboration within a team is crucial to ensure the highest level of customer service and responsiveness. In addition to providing support, this role involves maintaining and suggesting improvements to client technology, applications, peripherals, and configurations.

Location: Onsite at Corporate Headquarters in Memphis, TN.

ESSENTIAL FUNCTIONS

• Provide desktop support for internal clients on computer hardware, applications, peripheral devices, and software.
• Lead the company-wide printer/copier supply and maintenance programs.
• Lead the IT device inventory and lifecycle program.
• Provide support for internal clients on IOS and Android mobile devices (phones/tablets)
• Collaborate effectively with teams; assisting and educate other team members in resolving complex technology issues.
• Interact with internal customers in a professional manner through phone, email or in person, providing superior customer service.
• Elevate issues to senior staff or outside contractors as needed; interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Support and maintain IT assets (PC, Laptops, Tablets, Printers, Copiers, Network components).
• Enter, update, and close assigned work tickets in a timely manner.
• Recommend client technology changes to ensure that the company is utilizing technology in efficient ways to support business growth and improve customer satisfaction.
• Support and participate in PC replacement and imaging program.
• Support and participate in the company-wide printer/copier supply and maintenance program.
• Maintain an open and candid working relationship with immediate supervisor/manager in discussing matters of importance.
• Adhere to established company values, practices, policies, and procedures.
• Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
• Demonstrate regular and punctual attendance at the assigned work location. May be required to work irregular shifts, be on call, or travel to other company locations.
• Participate in on-call rotation and follow the escalation process to provide 24/7 support.
• Other duties as assigned.

QUALIFICATIONS

• Associates degree in computer science, Information Technology, or related field preferred.
• Proven experience (4 - 8 years) in IT support roles with a focus on Microsoft operating systems and applications.
• In-depth knowledge of Microsoft Windows 10/11 and Office suite (Word, Excel, PowerPoint, Outlook, etc.).
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Experience with software installation, configuration, and patch management for Microsoft systems and Office applications.
• Excellent communication and interpersonal skills with the ability to effectively interact with facility staff at all levels.
• Detail-oriented with strong documentation and organizational skills.
• Microsoft Certifications, CompTIA A or equivalent are a plus.