Senior Information Technology Specialist

The Sr. Specialist, IS Regional Office serves as the senior technical resource for regional support operations. This role is responsible for day to day IS support to the regional office, delivering hands‑on technical solutions, driving issue resolution, and ensuring operational consistency, while partnering with the Regional IS Manager and escalation teams to support day-to‑day activities.

• Provide 1st & 2nd level customer support for all IS issues, using the Incident Management System (IMS) to record, assign & resolve issues
• Record all changes to all hardware assets in the Asset Management System (AMS
• Configure, provide Quality Assurance testing and deploy computers, mobile devices, printers and other hardware
• Support remote access, Virtual Machines and other solutions as they become available
• Provide and assist with training, onboarding, and offboarding for staff; partnering with the NY Training team to identify and standardize training requirements
• Learn & support new technology relating in order to provide support
• Participate in IS meetings & calls, as required, and read minutes to keep abreast of current issues in the IS department
• Provide on-call and after hours assistance for local office, when required
• Use the knowledgebase and standard troubleshooting practices and identify where procedures are required or need to be updated
• Collaborate with colleagues in CA and IS escalation teams on complex technical issues across desktop, mobile, and conference technologies
• Provide advanced troubleshooting and hands‑on resolution of issues related to
• Windows 11 and macOS environments
• Microsoft Office Suite and Outlook
• Laptop configuration and deployment
• Smartphones and mobile device management
• Virtual Machines
• Document management systems
• Configure, support, and troubleshoot Zoom and other conference room technologies, ensuring reliable operation of AV and meeting room systems
• Identify issues and recommend improvements to tools, workflows, and support processes to Regional IS manager
• Ensure consistent follow‑up and clear communication with users
• Build and maintain strong relationships with end users and IS escalation teams
• Any additional responsibilities as required by management

• 5+ years of IT support experience with strong hands‑on technical expertise
• Advanced knowledge of
• Windows 11, Microsoft Office Suite, and Outlook
• macOS and virtual desktop environments
• Laptop provisioning and new hire setup
• Mobile device management (Intune) and smartphone configurations
• Conference room technologies (Zoom, AV systems
• Document management systems
• Experienced with ticketing systems
• Highly organized and comfortable communication with all levels of staff
• Proven ability to troubleshoot complex technical issues independently
• Strong communication and problem‑solving skills
• Experience in a professional services environment preferred

• Bachelor’s degree preferred or equivalent experience