Senior IT Support Specialist

Description

The Sr. IT Support Specialist is responsible for managing and resolving technical issues and providing high-level support to end-users. Analysis of day-to-day service desk operations and ensuring timely resolution of complex IT issues. This role acts as a technical escalation point, mentor junior staff, and plays a key role in developing, implementing, and maintaining OA Standard Operating Procedures, in addition the role contributes to process improvements, knowledge base updates, and maintenance activities to ensure operational excellence and service quality.Essential Duties and Responsibilities:

• Provide expert-level technical guidance and consultation to end-users, developing strategic solutions for complex and recurring technical challenges.
• Lead the analysis and resolution of critical and complex technical issues, conducting root cause analysis for recurring problems and developing innovative solutions to prevent future occurrences.
• Direct the incident management process, allocating resources and coordinating efforts across multiple teams to ensure efficient and effective resolution of critical incidents.
• Establish and maintain service level objectives (SLOs) and key performance indicators (KPIs) to ensure optimal service delivery and customer satisfaction.
• Analyze service desk performance data and provide strategic recommendations to management for improving efficiency and effectiveness.
• Identify areas for process improvement and implement changes to enhance service quality.
• Oversee the development, documentation, and maintenance of a comprehensive knowledge base, including standard operating procedures and knowledge base articles, ensuring accuracy and accessibility for the IT support team.
• Develop and implement strategies to enhance customer satisfaction and build strong relationships with key stakeholders.
• Liaise with other IT teams and departments to ensure cohesive support.
• Consult with users to determine hardware or system functional specifications.
• Design, develop, document, analyze, create, test, or modify computer systems.
• Oversee the acquisition, deployment, maintenance, and disposal of assets, ensuring proper tagging and tracking using asset management software.
  
  

Knowledge and Skills:

• Knowledge of hardware, software, networking, and operating systems.
• Understanding of LAN/WAN, DHCP, DNS, Wi-Fi troubleshooting, VPN tunneling, and firewall basics.
• Familiarity with Windows Server, Active Directory, Microsoft 365, Intune, Exchange, VPN, and endpoint management.
• Understanding security principles, data protection, and compliance requirements.
• Awareness of access control, MFA, encryption, data privacy, and endpoint security policies.
• Strong understanding of ITIL processes and service management best practices, with proficiency in incident, request, and change management.
• Skilled in using service desk ticketing systems and remote support tools.
• Proficient in system analysis techniques and procedures.
• Excellent troubleshooting and problem-solving skills across multiple platforms.
• Ability to identify root causes and patterns in recurring incidents.
• Ability to analyze service trends and propose automation or efficiency improvements.
• Understanding of SLA, KPI, and FCR metrics, and use of dashboards (., Jira, Power BI).
• Knowledge of IT asset lifecycle, hardware/software inventory, and CMDB best practices.
• Familiarity with scripting, automation tools, and basic programming concepts.
• Strong verbal and written communication skills for technical and non-technical audiences, including the ability to clearly document processes and effectively consult with users.
• Ability to document processes, solutions, and system configurations clearly.
• Ability to consult with users to determine technical requirements and functional specifications.
• Ability to prioritize and manage multiple tasks in a high-pressure environment.
• Ability to work collaboratively across IT teams and departments to provide cohesive support.
• Ability to mentor and guide junior service desk staff.
  
  

Required Qualifications: Years of Education

• Bachelors degree in computer science, Information Technology or a related field.
  
  

Work Experience

• Minimum of 4 years experience in an IT support or service desk role.
  
  

Preferred Qualifications:

• Relevant IT certifications such as CompTIA A , Microsoft Certified Professional (MCP), or similar are advantageous.
  
  

Working Conditions:

• This role is 100% on-site and requires working from the Fremont CA office location.
• Requires sitting, operating a computer keyboard, telephone, and other office equipment for extended periods of time in an office environment.