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Sr Tech Support Specialist

Company

Horizontal Talent
Address Brentwood, TN, United States
Employment type CONTRACTOR
Salary
Category Staffing and Recruiting
Expires 2023-05-23
Posted at 1 year ago
Job Description
Description:


  • This person will provide high-level support and escalate issues, as needed.
  • This resource will work with IT Infrastructure on special projects and perform system/network administration.
  • This position will provide support to end users by handling service requests, act as an escalation point for tickets.
  • The Sr. Tech Support Specialist will provide second/third-tier support for all end-user hardware and applications within the organization.
What You Will Be Accountable For:


  • Researching issues using available information resources – i.e. ability to “Google” for answers
  • Using an energetic and positive approach to rapidly evolving changes and challenges of a complex workplace
  • Redirecting/escalating problems to appropriate resources
  • Providing resolution for escalated service tickets
  • Working independently and in cooperation with others
  • Willingness to work in an environment providing 24x7x365 support
  • Windows/Mac desktop support
  • Training/educating new users and new user workstation setup
  • Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes
  • Communicating clearly and concisely both verbally and in writing
  • Diagnosing and resolving technical hardware and software issues – Dell/HP laptops, iPhones, printers, Microsoft Office suite, VPN, Chrome, Anti-virus, etc.
  • Understanding of general business processes
  • Developing and maintaining all systems, applications, security, and network configuration
  • Working with clients to evaluate and solve technical problems
  • Recommending upgrades, patches, and new applications and equipment
  • Logging all help desk interactions, filling out detailed information in tickets and document resolutions
  • Responding to requests for technical assistance in person, phone, and/or email in a courteous and professional manner
What will make you successful:


  • Experience providing remote support to business users over the phone, email, and chat as well as in-person support in the office
  • Experience with laptop/desktop imaging processes and tools, backups of user systems, DoD level drive wiping
  • Experience Dell Kace 2000 (imaging) and SCCM a plus
  • Advanced knowledge of current Microsoft and Mac operating system
  • Experience with drive encryption technologies (i.e. BitLocker etc.)
  • Supporting Windows and MAC desktop environments
  • Experience with Dell Kace 1000 (service desk/patching) and Dell Kace 2000 (imaging)
  • Telecom (Voice mail, VoIP, set programming)
  • Systems Administration experience within a Windows environment:
  • Experience troubleshooting conference room systems (Teams/ Zoom)
  • Experience with Microsoft Intune mobile device management
  • Group Policy experience, with the ability to troubleshoot issues
  • Experience with Atlassian Suite user administration
  • Advanced experience with Microsoft Office suite, VPN, Chrome, Anti-virus, etc.
  • System hardening (workstations)
  • Familiarity with network troubleshooting in many environments, offices, home office and facilities:
  • Experience with ITIL based ticketing systems (Servicenow, Salesforce, Remedy, etc)