What are the responsibilities and job description for the Sr. Computer Support Specialist position at Johnson, Mirmiran & Thompson, Inc.?
JMT Technology Group, a leading geospatial and information technology services and solutions provider, has an opening for a Sr. Computer Support Specialist. The Sr. Computer Support Specialist will be responsible for providing advanced technical support and ensuring the seamless operation of hardware, software, and network systems. Interacts with employee owners to continually assess areas where additional support is needed and provide feedback to facilitate that support. Ensures that Service Desk support continually adheres to organizational values.
Essential functions and responsibilities
- Respond to requests and incidents that come to the Service Desk
- Provide outstanding customer support to our employee owners
- Train and mentor junior members of the Service Desk team
- Provide advanced technical support for hardware, software, network, and system issues
- Assist with hardware asset lifecycle management
- Coordinate with third-party vendors for support on specialized technical issues
- Maintain current industry knowledge of best practices and new technology trends
- Serve as an escalation point to assist junior members of the team with complex support issues
- Develop and maintain Service Desk workflows and processes to optimize operations
- Assist with the configuration and scripted deployment of software application packages and policies
- Develop and maintain standard operating procedures and knowledgebase solutions related to the Service Desk
- Manage Projects related to the Service Desk
- Visit remote offices to provide onsite support as needed
Nonessential functions and responsibilities
- Perform other related duties as assigned
Required Skills
- Strong knowledge of computer hardware, software, networking, and operating systems
- Proficiency in troubleshooting and resolving advanced technical issues using root cause analysis
- Excellent customer service and communication skills
- Ability to manage and prioritize multiple tasks and service tickets
- Strong organizational skills and attention to detail
Required Experience
- Bachelor’s degree in information technology or related field, or equivalent experience
- 5 years of experience in an IT help desk or technical support role
Preferred Experience
- Relevant certifications such as ITIL4, CompTIA A , Network , Security , or Microsoft certifications
- Experience with coaching or training junior staff
- Experience in creating technical documentation and knowledgebase solutions
- Experience with IT Service Management frameworks and best practices
- Experience working with SolarWinds Service Desk or a similar ITSM system
- Experience working with Kace SMA or a similar asset management system
- Experience in network printer configuration, management, and troubleshooting
- Experience with setup and management of audiovisual equipment for meetings and events
- Experience supporting Apple iPad devices in an enterprise environment
- Experience with configuration of policies and application deployments for managed devices
- Experience with Microsoft stack of software solutions including Windows 11, Office 365 applications, Active Directory, Entra, Intune, SharePoint, etc.
- Working knowledge of PowerShell or other scripting languages
- Experience supporting Autodesk and Bentley design software
Working Conditions
Work is performed within a general office environment. Work is generally sedentary in nature but may require occasional standing and walking. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc. within the office environment.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected by state or federal law.
