Description

Benefits Offered

• Zero Cost Health Insurance option with free Rx List
• Zero Dental Insurance option
• Vision Insurance
• Heath Savings/Flexible Spending Accounts
• Paid Time-Off (PTO)
• Tuition Assistance
• 401k plan with company match and immediate vesting
• Company Paid Life Insurance
• Company Paid Disability Insurance
• Employee Assistance Program

Position Summary

The Senior IT Support Specialist will have a strong technical background, excellent problem-solving skills, and a proven ability to lead and motivate a team. The Senior IT Support Specialist will ensure that all customer issues are resolved quickly and efficiently. This position will be responsible for training and mentoring new support technicians and developing and implementing new processes and procedures to improve the efficiency of the helpdesk. This position will manage a team of support technicians. They will administer, install, configure, troubleshoot, and service computers, servers, networked workstations, and related equipment and software used in administrative and instructional lab environments. They will provide technical support and help with functions that relate to computer hardware and software, data communications, and connectivity.

Position Responsibilities:

• Support, document, monitor, configure, and administer the IT Help Desk.
• Manage, train, and motivate IT Support Technicians
• Ensure that all customer issues are resolved quickly and efficiently
• Develop and implement new processes and procedures to improve the efficiency of the helpdesk
• Identify and implement new technologies to improve the helpdesk
• Track and analyze helpdesk metrics to identify and recommend customer service improvements.
• Provide regular reports on the performance of the helpdesk to management
• Work with other IT teams to resolve complex customer issues
• Develop training materials and procedures for end users
• Diagnose and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing, training, and troubleshooting computer hardware, printers, and other peripherals.
• Maintain an inventory of technology resources including location, when moved, and any maintenance or setup issues.

Qualifications

Essential Skills and Experience:

Education

Bachelor’s degree in Information Technology or related field

Training

Provided on the job

Skills

Proficient data entry skills

Proficient in Word and Excel

Analytical skills

Written Communication

Proven ability to lead a team

Experience

• Five or more years of experience in IT support, with at least two years of experience in a supervisory role

• Knowledge of computer operation systems including:
  • Microsoft Word
  • Android
  • iOS
  • Virtualization Platforms
• Knowledge of local area networks and communications equipment
• Problem resolution
• Strong technical background in various hardware and software applications

Nonessential Skills and Experience:

1. Initiative and Self-Motivation
2. Consistent Attention to Detail
3. Good Organizational Skills
4. Ability to Prioritize Multiple Tasks
5. Able to work in a fast-paced, high-pressure environment