The Help Desk Senior Support Specialist is responsible for providing tier 1 technical support for software, hardware and network related issues. You will be the first point of contact for customers seeking technical assistance through phone calls, in person or email. . This is an onsite customer service-oriented IT role. We are looking for someone able to interpret and explain a variety of technical support problems and concepts to non-technical users. This role requires you to be a self-starter with a general desire to help others.

The Help Desk Senior Support Specialist is expected to:

• Support customers/employees with technical issues in person, via phone or email
• Respond to our customers/employees in a timely manner
• Train and assist customers on our proprietary and third-party software
• Install, make changes and repair computer hardware, software, printers, AV equipment and other peripherals
• Resolve network related issues
• Fully Document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate ticket priority
• Communicate internally within the IT department and externally with the customer through resolution
• Resolve as many problems and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures and available tools
• Assist in the development of existing and creation of new Information Technology policies and procedures
• Identify and escalate issues / situations requiring urgent attention
• Maintain inventory for computer hardware, printer and other peripherals
• Stay current with system information, changes and updates
• Complete new hire technical orientations and equipment set up
• Dispose of obsolete equipment
• Coordinate with outside vendors to resolve software and hardware problems
• Inform management of recurring problems
• Administer help desk software
• Train help desk technicians on standard policies and procedures
• Assist with IT related projects for the company as directed
• Respond to change productively and handle other duties as required

Qualifications

Education:

• Bachelor's degree in Information Technology or a related field (preferred)

Experience:

• 5+ years of experience in IT help-desk or desk-side environment
• Required Competencies: Windows Operating Systems, Microsoft Office Suite, Laptop /Desktop Configurations, Intune and Configuration Manager.

Knowledge Requirements:

• Demonstrated analytical and troubleshooting skills
• Expertise in the Microsoft Office platform of tools including Microsoft Teams
• Experience with Help Desk support tools like ZenDesk or ServiceNow
• Excellent interpersonal and customer services skills and the ability to effectively build and extend relationships
• Ability to prioritize competing priorities and multi-task a variety of requests simultaneously
• Strong verbal, written, and active listening skills
• Ability to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
• Experience in creating and leveraging knowledgebase documentation
• Self-driven, highly organized and very effective time management skills

• Knowledge of basic networking comprehension
• Knowledge of Windows Operating Systems, Active Directory, InTune, Configuration Manager, Smart Deploy, LAN, WAN and wireless networks.
• Experience configuring, maintaining AV equipment
• Ability to work a flexible schedule with occasional travel

Certifications/Licensures:

• Microsoft Certifications desired including; Microsoft 365, Microsoft Office Specialist and Microsoft End Point Configuration Manager

• CompTIA A+ and CompTIA Network+ Certifications required