Senior Technical Support Specialist

The Position

We are seeking a highly organized, technically proficient, and customer-focused Senior Technical Support Specialist to join our dynamic IT team. This role expects T1/T2 coverage while escalating tickets to senior engineers when needed, providing critical support to both end-users and the IT team. The ideal candidate possesses strong troubleshooting abilities, excellent communication skills, a proactive approach to problem-solving, and a passion for leveraging technology to improve efficiency. The position will report to the IT Operations Manager.

Responsibilities

Technical Support and Troubleshooting

• Provide advanced Tier 1 / Tier 2 support
• Onboard and provide technical support to new hires
• Support Microsoft 365, SharePoint, Azure, and Entra ID
• Support, configure, and help maintain Power Apps solutions, Copilot experiences developed by the organization, and other AI related solutions
• Document issues and contribute to knowledge articles
• Provide remote and on-site support via phone, email, and remote access tools, resolving common end-user issues
• Receive, prioritize, and resolve incoming incident and service requests from the ticketing system, escalating more complex issues to senior engineers
• Follow established troubleshooting procedures and document all actions taken in the ticketing system (Freshservice)
• Assist with network connectivity issues and escalate more complex network problems as needed
• Support functionality of company IT systems, including all MS365 applications and services, reporting any issues to senior IT staff
• Assist with installation and troubleshooting of end-user devices (laptops, desktops, tablets, printers, and peripherals), escalating hardware repairs as necessary
• Communicate effectively and professionally with end-users at all levels, demonstrating patience and understanding when addressing technical challenges
• Strive to provide excellent customer service in every interaction

IT Process Improvement

• Document clear and concise troubleshooting steps for common issues encountered
• Contribute to the knowledge base by creating articles for frequently asked questions and solutions

Qualifications

• Bachelor’s degree in Information Technology or a related field preferred; equivalent experience will be considered.
• 5 years of experience in service desk or technical support role preferred.
• Strong knowledge of Windows operating systems and common productivity applications.
• Strong experience with Microsoft 365, Azure, Entra, Power Apps, and Copilot 
• Excellent communication, interpersonal, and customer service skills
• Ability to work independently and as part of a team
• Strong organizational skills and attention to detail
• Must be well versed in using PowerShell for automation, troubleshooting, and administrative tasks
• Python is a plus

Total Compensation

• The base salary range* for this position is $75,000 to $90,000 per year
• This position is eligible for a discretionary bonus 
• We also offer excellent Benefits and Perks to our employees, including: Full company paid health and dental, 401k, pension, housing and parking discounts, and wellness programs.
• All offered benefits are subject to the terms/conditions of the benefits plans. 

*Salary may vary based on work experience, market conditions, and qualifications/training.

Rudin is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. 

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Rudin makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

Salary : $75,000 - $90,000