RESPONSIBILITIES:
Kforce has a client in Waltham, MA that is seeking a Senior IT Support Specialist.
Responsibilities:
* Provides level 2 support to customers working to resolve more complex issues
* Understands and applies advanced principles of company IT Service Management toolset
* Creates and validates knowledge articles to solve more complex Service Requests and Incidents
* Carries out advanced tasks requiring adherence to prescribed processes
* Continues to develop documentation and communication skills
* Acts as the primary escalation point for Associate IT Support Specialists and IT Support Specialist
* Applies necessary escalation processes
* Capable of creating work plans and working independently, and meets due dates
* Works under limited direction of a manager and/or team lead
* Advanced understanding of hardware and software systems
* Works well in a team and is team-oriented, collaborative, accountable and dependable
* Contributes to projects and initiatives within EUX and the broader IT group
REQUIREMENTS:
* Technical certifications desirable
* 3-5 years of IT Support or Service Desk experience
* Able to provide strong evidence of previous Service Desk and Support work completed
* A deeper technical understanding of key IT technologies such as Windows 10, Active Directory, Office 365, networking concepts and unified communications
* A solid understanding of hardware, particularly laptops
* Creative problem solver
* Outstanding customer service skills
* Good understanding of IT Service Management Principles
* Recognizes and acts appropriately to high-priority incidents and Service Requests
* Contributes to solutions on large scale issues
* Proactive in identifying systemic issues
* Self-manages tasks
* Mentoring and coaching
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.