What are the responsibilities and job description for the Senior Technical Support Specialist position at SRG?
We are seeking an experienced Senior Technical Support Specialist to provide hands-on end-user support in a fast-paced manufacturing environment. This is an immediate hiring need and a long-term contract-to-hire opportunity supporting a large, complex user base.
Key Responsibilities
- Provide Tier II/III end-user support for a global workforce and onsite.
- Troubleshoot and support Windows 11, desktop/laptop hardware, iOS devices, iPads, and iPods.
- Manage and document incidents, requests, and resolutions through ServiceNow.
- Support network-connected devices and end-user computing environments.
- Assist with device ordering, deployment, refresh cycles, and end-of-life hardware projects.
- Provide Audio/Visual support for conference rooms, town hall meetings, and collaboration technologies.
- Support Microsoft Teams and Logitech video conferencing solutions.
- Travel between site buildings as needed, and provide occasional on-call support during approved outage situations.
Qualifications
- 5 years of technical support experience in a complex enterprise environment.
- Demonstrate proven experience supporting across multiple technologies.
- Strong hands-on experience with Windows 11 and end-user hardware support.
- Manufacturing experience preferred, ideally within a regulated environment.
- Associate's or Bachelor's degree preferred.
- Certifications preferred, including CompTIA (required preference), Networking certifications, and ITIL.
- Experience with ServiceNow ticket management is highly preferred.
- Must live within a reasonable commuting distance of the work site.
- Dependable attendance and punctuality required; schedule begins at 7:30 AM with an 8.5-hour shift including lunch.
This role is ideal for a customer-focused IT professional who enjoys hands-on support, project work, and driving a high-quality end-user experience.