Sr IT Support Specialist

Benefits:

• Competitive salary
• Opportunity for advancement
• Training & development

Sr. IT Support Specialist

Location:

Remote - PST only

Type:

Contract – 3+ months with potential to extend or convert to full time
Shift: 10AM - 6 PM PST

Responsibilities

• Provide day-to-day Help Desk and end-user support, including responding to calls, tickets, service requests, incidents, and technical issues.
• Provide Tier 2 support and serve as an escalation resource for more complex hardware, software, application, access, connectivity, and other technology issues.
• Take ownership of technical issues and work proactively with users, other IT teams, and vendors through resolution.
• Install, configure, maintain, troubleshoot, and support computers, mobile devices, peripherals, applications, and other company technology.
• Support the deployment, configuration, management, maintenance, and lifecycle of end-user technology using imaging, endpoint-management, software-deployment, remote-support, and related technologies.
• Support enterprise technologies including virtual and cloud-based environments, remote access, authentication, printing, and other systems used by the organization.
• Collaborate with other IT teams and vendors to troubleshoot issues, implement solutions, and support business and technology needs.
• Participate in the evaluation, testing, implementation, upgrades, migrations, and ongoing support of new and existing technologies.
• Participate in IT projects and initiatives as directed by management.
• Provide technical guidance, knowledge-sharing, and assistance to other IT Support team members.
• Create and maintain technical documentation, procedures, knowledge articles, troubleshooting guides, and training materials.
• Train and assist employees with technology usage and troubleshooting when appropriate.
• Maintain accurate support, asset, inventory, and equipment records in applicable company systems.
• Identify opportunities to improve technology, support processes, documentation, automation, and the overall end-user experience.
• Maintain knowledge of current and emerging technologies relevant to the organization’s environment.
• Maintain a high degree of customer service and follow established IT service-management, security, operational, and company practices.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, a related field, relevant technical certifications, or equivalent practical experience.
• 3–5+ years of progressively responsible IT support, desktop support, endpoint support, or related technical experience.
• Strong working knowledge of Microsoft Windows operating systems, Microsoft 365, and enterprise end-user computing environments.
• Experience troubleshooting hardware, software, applications, connectivity, authentication, remote-access, and other end-user technology issues.
• Experience with endpoint management, software deployment, imaging, patching, remote support, mobile-device management, and related enterprise technologies.
• Working knowledge of cloud, virtualization, virtual desktop, security, authentication, and remote-access technologies.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to independently resolve complex technical issues.
• Ability to effectively prioritize and manage multiple responsibilities in a fast-paced environment.
• Strong written, verbal, customer-service, and interpersonal communication skills.
• Ability to work independently and collaboratively with users, team members, management, other IT teams, and external vendors.
• Relevant technical certifications and continued technical education are desirable.

Travel /

Physical Requirements

• Travel may be required based on business needs.
• Ability to lift, move, install, and handle technology equipment weighing up to 30 lbs.
• Occasional after-hours support may be required based on operational or business needs.

This is a remote position.