Senior Support Operations Technician

Position Overview:
This role is a senior member of the ITS Support Operations team that oversees daily operations supports innovation and process improvements as well as ensures high-quality support for end users including employees contractors and other staff members. Success in this role includes strong communication organization and leadership skills in order to deliver operational excellence.

Key Responsibilities:

• Oversees daily operations of the service desk activities to ensure effective customer service.

• Diagnoses and resolves escalated performance issues on client systems.

• Utilizes a ticket tracking application provides metrics to track their effectiveness within the service desk area.

• Manages prioritizes tickets and project assignments to provide effective support to clients.

• Performs project-based work that can require knowledge and skills in system administration including process improvement feasibility analysis technical testing scripting and software evaluation.

• Remediates client system protection measures to remove malware spyware viruses etc.

• Diagnoses and resolves network connectivity issues for client systems that are utilizing LAN WLAN WAN and WWAN Work with Network Engineer to perform networking equipment upgrades and replacements.

• Installs configures and troubleshoots user systems (PCs Laptops Multifunction Printers Tablets Smartphones Windows Operating Systems and Software applications).

• Creates and maintains client network accounts email accounts security groups distribution lists etc.

• Installs configures and troubleshoots VoIP phones soft phones extensions and voicemail.

• Ensures users functional needs are consistent with IT best practices and security standards.

• Responsible for managing vendor relationships to drive client satisfaction.

• Provides orientation for new clients and develops training documentation as needed.

• Maintains high level of adherence to cybersecurity principles ethics practices and company policies.

• Travels to remote sites as needed to provide on-site Client Support.

• Required to participate in standby or on-call rotation to meet deadlines or address emergencies as needed.

• Performs other duties or special projects as or assigned.

Minimum Qualifications:

• Bachelors degree and/or 6 years of relevant professional experience.

• Has Drivers License.

• Holds relevant certifications required for the teams need or directed by management.

• Strong communication and leadership skills.

• Demonstrated project management skills.