Sr IT Support Specialist

Responsibilities

• Resolve incidents and fulfill service requests (phone, e‑mail, walk‑up, self‑service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.
• Manage the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolutions, and verification with the end user that ticket may be closed.
• Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures.
• Escalate incidents to the appropriate resources in accordance with established procedure.
• Provide set‑up, support, and verification of multi‑media functionality for conference calls and auditorium (large meetings) business unit presentations.
• Provide level 1 and 2 services for local area network and telecommunications devices in accordance with operations policy and procedures.
• Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.
• Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.
• Provision and maintain user and endpoint accounts in AD, Duo, O365, Intune, etc.
• Provision, maintain and inventory all end‑user computing equipment, such as desktop/laptop hardware (Windows/Linux), software, mobile devices and peripherals in accordance with IT operations policy and procedures.
• Package, test, deploy, and update software applications to meet corporate needs.
• Assist end users with privilege escalation for application management.
• Provision and grant folder access based on least privilege and approval.
• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes.
• Follows company policies regarding internal controls and procedures with the highest standards of ethics and integrity.
• This position will work to support the SPX/KTS IT Security Policies and any other security requirements required to comply with NIST
  800‑171 v2 and CMMC Level 2 certification.
• All duties as directed or modified.

• 2-5 years of experience in a related position in a corporate environment
• Associate degree in IT or business‑related field or the recognized equivalent in work experience
• Experience with Windows, Desktop, LAN and telecommunications devices including mobile devices
• Experience with Azure, Active Directory, Group Policy, scripting, Intune, MS Defender for endpoints, Office 365, VPN solutions.
• Ability to obtain Security Clearance, for which the United States Government requires United States citizenship.
• Linux desktop management preferred
• Windows desktop image creation preferred

Kranze Technology Solutions is proud to provide extremely competitive benefits to all full time employees including:

• Comprehensive Leave plan (Paid Time Off)
• Comprehensive Health Care package including Medical, Vision, Dental, Health Savings Account (HSA), and more
• 401 (k) retirement plan
• Paid Overtime
• Flex Time and Flexible Scheduling
• Opportunities to travel
• Tuition Reimbursement options
• Casual and relaxed work environment

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. As required by law in this state, the estimated salary range for this position is $65,000-$80,000 and represents our good faith estimate as to what our ideal candidates are likely to expect.

We tailor our offers within the range based on organizational needs, internal equity, market data, geographic zone, and the selected candidate’s experience, education, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process.