Senior Technical Support Specialist

Duties/Responsibilities:

Below are the primary duties and essential functions of an employee in this position. While not all tasks may be performed by every employee in this role all employees are expected to perform related tasks as needed. These essential functions must be performed with or without reasonable accommodation.

• Serve as the technical lead for IT Operations processes including documentation standard work development and continuous improvement initiatives.
• Develop implement and maintain standard operating procedures for desktop support and Help Desk workflows.
• Act as a primary escalation point for complex technical issues from Help Desk and Technical Support staff.
• Collaborate with Systems Network and Security teams to ensure seamless service delivery and escalation handling.
• Own the creation maintenance and deployment of the standard Windows image across the organization.
• Utilize tools such as SCCM or equivalent for imaging patching and software deployment.
• Ensure compliance with security and configuration standards across all endpoints.
• Administer and optimize the Help Desk ticketing system ensuring accurate tracking reporting and resolution of incidents.
• Train and support Help Desk staff in system usage and best practices.
• Analyze Help Desk metrics to identify trends improve response times and enhance customer satisfaction.
• Provide advanced support for desktops laptops mobile devices (iOS/Android) printers and peripherals.
• Perform onsite and remote troubleshooting configuration and installation of IT assets.
• Support encrypted device deployment and compliance with corporate security policies.
• Participate in on-call rotations and provide backup coverage for Help Desk operations.
• Work closely with Systems Administrators to support enterprise platforms as trusted and assigned.
• Assist in project planning and resource scheduling under the direction of IT leadership.
• Act as a mentor and technical resource for junior staff and Help Desk personnel.

Physical Requirements:

• Occupational Exposure Risk Classification: The normal work routine involves minimal exposure to blood body fluids or tissues.
• The normal work routine has a moderate ergonomic risk for repetitive motion impairment.
• The position may require a minimal amount of physical exertion (bending lifting twisting) in the work area.

Required Qualifications:

• Bachelors degree in Computer Science Information Technology or related field; or equivalent experience.
• 4 years of experience in technical support or systems administration roles.
• Experience with Windows imaging tools (e.g. SCCM MDT Autopilot).
• Familiarity with Help Desk platforms (e.g. ServiceNow Freshservice Zendesk).
• Strong troubleshooting skills across hardware software and network environments.
• Excellent communication and documentation skills.
• Valid drivers license and active liability insurance.
• Satisfactory results from criminal background check.