Senior Technical Support Specialist

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

FedPoint creates and operates digital benefits marketplaces that make it easy forour millions of federal and military customers to understand, select, and use their benefits.

A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Department: Information Technology
Reports To: Manager, IT Infrastructure
Status: Full-Time, Non-Exempt

Location:

Portsmouth, NH

Schedule:

Hybrid, 3 days in office, Monday-Friday

FedPoint is seeking an experienced and highly motivated Senior Technical Support Specialist to join our IT Infrastructure Team. This role is ideal for a seasoned IT professional who thrives in fast-paced environments, excels at solving complex technical issues, and takes pride in delivering exceptional customer service. As a senior member of the Service Desk, you will oversee daily operations, mentor team members, maintain high-quality service standards, and ensure efficient resolution of end-user support requests.

This position plays a key role in supporting organizational technology needs, driving operational excellence, and ensuring a seamless employee experience throughout the HR lifecycle.

• Manage, triage, and oversee daily help desk requests while ensuring timely and accurate documentation of all actions taken.
• Provide advanced troubleshooting for laptops, desktops, virtual desktops, network connectivity, and application issues.
• Monitor ticket progression end-to-end, escalating when necessary and driving continuous improvement in service delivery.

• Lead IT processes related to onboarding, terminations, transfers, and leaves of absence.
• Ensure accurate account creation, deactivation, access management, and equipment provisioning.
• Collaborate with HR and other departments to ensure full compliance with internal protocols and policies.

• Contribute to the creation, improvement, and documentation of departmental procedures.
• Provide coaching to Technical Support Specialists to reinforce best practices and enhance ticketing system efficiency.

• Track, maintain, and update hardware and software inventory.
• Oversee the distribution, allocation, ordering, and disposal of assets in alignment with company policy.

• Manage procurement of IT and office supplies.
• Maintain supply inventory and ensure necessary materials are available.

• Assist with technical projects, equipment maintenance, security administration, and job scheduling as needed.
• Work closely with the IT Infrastructure team to support organization-wide initiatives.

• Minimum 5 years of hands-on experience supporting an IT Service Desk.
• High school diploma or equivalent required.
• Proficiency in troubleshooting:
• Microsoft Windows 10/11
• Microsoft Office 2013, 2016, 2019, and 365
• Laptop and desktop hardware
• Strong experience supporting wireless networks, VPN connectivity, fax/printer devices, and IP phones (preferred).
• Experience with virtual desktop platforms, antivirus applications, and laptop encryption technologies (preferred).
• Working knowledge of Active Directory and SharePoint (preferred).
• Demonstrated ability to stay up-to-date with evolving technologies.
• Strong multi-tasking skills with the ability to prioritize effectively in a dynamic environment.
• Exceptional problem-solving skills with the ability to remain composed under pressure and resolve complex issues efficiently.
• Self-motivated with the ability to work independently and deliver high-quality results with minimal supervision.
• Strong customer…