Sr. IT Specialist
Sr. IT Specialist
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Job Description
Overview
Connection has a fantastic opportunity through our Technical Staffing division for a Sr IT Specialist in Durham NC for a hybrid model 4 days onsite and 1 day remote; this is a contract basis and there may be potential for it to become permanent depending on performance and organizational needs.
In this position youll serve as a Tier 2 escalation point for our Global IT Service Desk supporting both MacOS and Windows environments. You dont need in-depth Jamf expertise but strong general Mac experience alongside solid Microsoft skills is key.
Responsibilities
Key Responsibilities:
- Act as a Tier 2 escalation resource for service desk issues that require hands-on or advanced support.
- Deliver exceptional customer service and follow-through on all technical issues and requests.
- Support and maintain end-user computing devices for both on-site and remote employees.
- Troubleshoot and resolve hardware software OS and network-related problems.
- Perform device lifecycle management tasks including deployment support and decommissioning using tools like Windows Autopilot and Jamf Pro.
- Support A/V and video conferencing equipment especially Zoom and Zoom Rooms.
- Enforce IT policies and corporate security standards on endpoint devices.
- Assist with mobile device support for iOS and Android users.
- Manage incidents and service requests using ServiceNow including documentation and ticket resolution.
- Provide end-user training and new hire onboarding support as needed.
- Perform basic network server and telephony support (e.g. racking hardware configuring phones/Zoom Rooms).
- Maintain accurate inventory records of hardware and software assets.
- Participate in after-hours or on-call support rotations when required.
Min
Max
Qualifications
Qualifications:
- 23 years of professional experience in IT support or desktop services.
- Strong customer service orientation and effective communication skills (written & verbal).
- Proven ability to troubleshoot hardware software and network issues across macOS and Windows.
- Experience with video conferencing tools like Zoom and supporting A/V setups.
- Familiarity with IT tools and systems such as Azure AD Intune Active Directory Office 365 ServiceNow and basic networking concepts (e.g. TCP/IP VPN).
- Proactive mindset with a willingness to learn and adapt to new technologies.
- Comfortable supporting executives and senior leadership with professionalism and discretion.
- Able to collaborate with remote/global teams and work independently when needed.
- Capable of lifting up to 25 lbs. (11.5 kg).
Required Experience:
Senior IC
Employment Type
Full-Time
