Senior Technical Support Onsite

Onsite Tech Support Senior Associate

Onsite Tech Support Senior Associate is responsible for providing local operational support for an office or group of offices.
This position requires both excellent customer service and problem solving skills along with experience leading projects. The candidate must possess a process and project orientated mindset and be proficient working individually as well as part of a larger team. The ideal candidate has knowledge on a wide range of technology and be able to leverage it against a wide range of technical issues. Great communication skills are a must. The candidate must be a highly motivated and selfreliant individual with a desire to better themselves.

JOB FUNCTIONS
Issues Management and Resolution
Analyze issues and formulate solutions
Troubleshoot system application and hardware issues
Ensure customer is updated on ticket progress
Work directly with customers to solve problems
Utilize internal IT Knowledge Base to both provide and find solutions to known issues
Use external information to research and resolve issues when needed
Consistently update the ticket tracking system with status and fixes
Provide monitoring and resolution of AV issues for onsite equipment such as boardroom AV equipment and meeting/event support
Properly escalate issues to necessary parties as required
System Administration
Perform routine system maintenance on laptops and desktops
Document internal IT processes and systems
Track computer assets according to organizational standards
Perform backups and restores
Perform configuration of hardware including drives network interfaces memory processors and peripherals.
Perform installation and configuration of software including operating system patches and 3rd party products.
Maintain established computer standards and participate in testing new standards
Communication
Strong interpersonal skills with heavy focus on customer service
Demonstrate sound written oral and organizational skills
Document solutions systems and procedures
Collaborate with local and remote teams using provided tools
Consistently share solutions with peers
Works effectively as an individual and as part of a team
Contribute to collaboration channels to share information with team members and large Onsite Tech Support team
Comfortable training small and large groups of people on new IT solutions
Resource & Project Management
Complete assigned tasks on time
Ability to follow documented commonly used concepts practices and procedures
Ability to manage multiple constituencies issues priorities projects and goals
Adhere to team policies and organizational reporting structures
Continuous Improvement
Gather knowledge of technology changes through training conferences books journals case studies and perform product evaluations.
Share information gathered with other team members
Work Schedule
Must maintain a flexible schedule and be available to work nonstandard business hours upon request or as needed
Must be available via cell phone for issue resolution and assistance after hours
Travel
Local travel between sites may be required
Occasional travel to sites outside the local area may be required
PERFORMANCE STANDARDS & EXPECTATIONS
Education and Certifications
Bachelors Degree from an accredited university preferably in Computer Science Information Systems or equivalent program or a proven track record of IT experience required
Basic technical certification in field of expertise (e.g. ACMT ACSP ACTC MCP CNA CCNA A Network)
Experience
Minimum 3 years IT experience
Experience delivering IT solutions within a corporate and/or enterprise environment
Experience working in a mixed Mac and Windows environment
Experience implementing best practice processes and procedures
Knowledge of ITIL best practices required
Additional Skills
Experience in the Advertising and/or Marketing industry preferred
Experience in centrally managed computer environments
Experience supporting A/V environments not required but is a plus
Skills helpful but not required BitLocker FileVault Software Distribution Systems (SCCM JAMF) Adobe Creative Cloud ServiceNow Bomgar Font Management Systems

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings:Medical Dental Vision HCFSA DCFSA HSA Commuter Transit and Parking Supplemental Life Insurance Accident Insurance Critical Illness Hospital Indemnity Legal Program Identify Theft Protection Pet Discounts Pet Insurance Group Home and Auto Insurance EAP Short Term Disability Life Insurance Education Discounts 401k w/ matching Entertainment Discounts & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPSis an awardwinning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America our services include Mailroom Management (both physical and digital) Office Services such as Reception Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking insurance legal higher education advertising and other professional services including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people applicants and employees by promoting a culture of access inclusion equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual and reproductive health choices national origin age disability genetics military status gender identity or expression sexual orientation and/or any other status protected by law.

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