Senior IT User Support Specialist

As a Sr. IT User Support Specialist, you will provide your support to first line IT support Specialist for all internal end users. Provide world class support to our in-house end users and field personnel on a variety of issues and ensure the continuity of the computer services throughout the company. Responsible for departmental helpdesk processes and standards. Provide telephone and desk support for all software programs, applications and hardware support, build and upgrade PC’s, set up new users with network access as well as resolve issues involving viruses, email, security, connectivity, and computer performance.

Key Responsibilities

• Serve as the primary contact for all helpdesk inquiries, ensuring departmental processes and standards are upheld.
• Offer telephone and desk-side support for all software, applications, and hardware issues.
• Build, upgrade, and maintain PC systems; set up network access for new users.
• Troubleshoot and resolve problems related to viruses, email, security, connectivity, and overall computer performance.
• Lead and manage projects, tasks, and reporting with a process-oriented approach.
• Maintain Helpdesk proficiently, managing own ticket queue priorities and routing Help Desk Tickets to appropriate teams or individual support technicians as needed. Follow company defined escalation paths for critical issues.

Required Skills

• Proficient in Windows Operating Systems, Office 365, and related applications.
• Skilled in PC hardware installation and troubleshooting, with knowledge of peripheral devices such as iPhones/Android devices, printers, and Lenovo/Dell hardware.
• Experience with Intune configuration and management.
• Basic network troubleshooting abilities.
• Strong working knowledge of Microsoft Windows 10 and Windows 11.
• Familiarity with Mac and Linux operating systems is beneficial.
• Understanding of telecommunication systems, including telephony and mobile devices.

Required Experience

• A college degree in a related field or equivalent technical training.
• Certifications such as A+, MCP, or equivalent, or a minimum of 5 years of relevant experience.
• Excellent communication skills with the ability to interact effectively with end users.

Other Responsibilities

• Occasional travel may be required.
• Flexibility to work in rotational shifts to support a global workforce.

Interfaces

• All internal IT groups, along with business units