Technical Specialist

Technical Specialist

OVERVIEW OF POSITION
The Technical Specialist is responsible for providing expert knowledge and support in the implementation, maintenance, and optimization of technical systems and solutions. The role includes analyzing, diagnosing, administering, and resolving technical issues related to mobile device management, mobile application management, Microsoft 365 administration, and end-user applications. This role involves troubleshooting complex issues, collaborating with cross-functional teams, and ensuring that technical projects align with organizational goals. The Technical Specialist will also be tasked with training staff, documenting processes, and staying updated on industry trends to enhance system performance and user experience.
ESSENTIAL FUNCTIONS

• Responsible for the development, implementation, and maintenance of technologies within their specific domain, ensuring optimal functionality and performance.
• Conducts thorough research and evaluation of new technologies, continually seeking to improve processes and integrate innovative solutions.
• Leads technology innovation initiatives, driving the exploration, and adoption of cutting-edge technologies within the organization. Identifies and implements advanced technologies to address complex business challenges and improve operational efficiency.
• Evaluates and pilot new technologies, assessing their potential impact on the organization's strategic goals and objectives. Identifies innovative solutions to enhance business processes, improve efficiency, and drive competitive advantage.
• Plans, manages, and oversees daily operational tasks of end user applications, ensuring adherence to standard operating procedures and meeting established service level agreements (SLAs). Administers user accounts, permissions, and access control for applications, ensuring compliance with organizational policies and regulations.
• Provides expert recommendations based on evaluation findings, supporting decision-making processes for new technology adoption.
• Provides expert-level technical support to business units, encompassing advanced troubleshooting and problem-solving for end-user applications and systems.
• Assesses and evaluates the compatibility of new programs with the existing infrastructure, ensuring seamless integration and system potential optimization.
• Prioritizes and manages user-reported incidents, guaranteeing timely resolution, appropriate follow-up, and continuous process improvement to enhance efficiency and customer satisfaction.
• Ensures comprehensive documentation of reported issues, troubleshooting steps, and resolutions for future reference and training purposes.
• Defines monitors, and analyzes key performance metrics for end user applications and support systems, identifying trends and areas for improvement to enhance service delivery.
• Produces accurate, objective, and complete daily, weekly, and monthly activity reports, recommending actions or strategies for performance improvement and ensuring timely submission of reports.
• Manages vendor relationships based on daily operational needs, ensuring productive partnerships and seamless service delivery.
• Performs other duties as assigned.

EDUCATION

• Bachelor's degree in computer science, Information Technology, or another computer-related field preferred.
• A+ and or Network+ certification, or the equivalent experience that demonstrates proficiency in these areas.
• Certifications in Mobile Device Management, Microsoft 365, or end-user application support are highly desirable.

EXPERIENCE

• 5+ years in a desktop or helpdesk support role with a robust blend of technical acumen and leadership abilities.
• Hands-on experience with varied IT systems and infrastructures, and capability to handle complex technical challenges efficiently.
• Ability to troubleshoot and resolve intricate technical issues and proactively identify and implement strategies for system improvements.
• Experience in managing and optimizing support systems' performance, coupled with ability to produce detailed reports and actionable insights, is critical.
• Work effectively and productively with limited supervision.
• Excellent time management and organization skills.

KNOWLEDGE, SKILLS, ABILITIES

• Analyze technical issues and identify patterns to inform the organization's technical direction.
• Innovative problem solver to tackle challenges in your field.
• Knowledge of programming languages and frameworks: Deep understanding of programming languages and be proficient in at least one. Familiarity with different frameworks is also essential.
• Ability to mentor junior colleagues in developing technical and soft skills. Collaborate effectively with colleagues by sharing expertise, skills, and knowledge, and learning from others.
• Possess the capability to identify opportunities for innovation and enhancement, and proactively lead the implementation of new ideas and processes.
• Document work clearly and concisely, using appropriate terminology and formats.
• Capable of explaining technical concepts to non-technical audiences using simple language and visual aids.
• Prepare and deliver engaging, persuasive presentations using suitable tools and techniques.
• Strong working knowledge of standard helpdesk ticketing tools (such as Zendesk, ServiceNow, Jira).
• Strong level of problem analysis, domain management, enterprise networks, operating systems, software maintenance, upgrades management, remote administration, systems administration / monitoring / operation / testing / troubleshooting.
• Advanced knowledge of Windows systems administration and maintenance, including deep knowledge of the registry, file system, processes, and services. Intermediate knowledge of PowerShell, internet browser management, disk encryption technologies, anti-virus/anti-malware management.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Ability to coordinate and communicate effectively, orally and in writing with all levels within and outside the organization (business stakeholders, senior managers, c-level executives, vendors, suppliers).
• Ability to adapt to a dynamic environment and learn department-specific technology and computer systems.
• Ability to prepare clear, complete, and concise reports, and technical documentation.
• Demonstrated ability to work collaboratively, take initiative, prioritize, excellent time management, analytical, problem solving, and organizational skills. Team management skills. Ability to execute tasks in a high-pressure environment and maintain customer service orientation.
• Consistent ability and practice in handling and maintaining confidentiality with organizational matters.
• Ability to work after hours and weekends as needed.