The IT Senior Support Specialist is responsible for being the primary point of contact for customers entering incidents and service requests into the Lane IT Helpdesk Portal, assisting IT Support Specialists with the resolution of incidents, and collaborating with the infrastructure department with developing and implementing changes. The candidate should have a good knowledge of client, server, and networking equipment.
-Perform all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
-Perform proper troubleshooting for ticket escalation (i.e., creating accurate and complete description of the client's problem).
-Analyze the client problems with Windows Client & Server operating system skills, including wireless devices and networking equipment.
-Manage cloud environments(O365/Azure/AWS)
-Perform ITIL process-oriented tasks like solving incidents, requests, changes or problems in compliance with company-wide SLAs
-Contribute to smaller projects like setting up new offices, migration projects, etc.
-Be knowledgeable in all aspects of computer support, diligent, and analytical while possessing outstanding communication skills
-Assist in creating & maintaining user-facing documentation, department policies & SOPs, and IT procedures, and local PC inventory management.
-Become familiar with and support the software and applications used in the environment
-Follow maintenance protocols to ensure systems are secure and ready for users
-Domestic travel and occasional late or overnight shifts when necessary
-Provide 24x7x365 on-call support on a rotating basis
-Isolate and resolve problems related to networking, access to servers, web browsers, application errors, active directory, and remote assist applications.
-Troubleshoot and resolve printing and password issues
-This is a customer-facing position that requires the candidate to communicate effectively while ensuring high quality and timely resolution of requests and incidents.
-Ability to complete job responsibilities safely in an active construction environment from time to time
-Perform other duties and responsibilities as assigned
-Minimum of 5 years of experience in Information Technology Support preferably supporting a geographically diverse user base
-Windows 7, Windows 10 and Microsoft Office Suite experience required.
-1-3 years managing network infrastructure
-1-3 administering Window servers
-Strong Powershell scripting
-Have strong ethics, interpersonal skills, and the ability to effectively manage and prioritize requests to meet the needs of customers
-Two-year college degree, or technical certifications
-Experience with other scripting languages and automation tools(e.g., Python, Ansible)
-1-3 years administering Linux servers
-1-3 years administering cloud environments(O365/Azure/AWS)
-1-3 years administering a Mobile Device Management solution
-Experience with new job site set-ups a plus (ISP vendor management, racking equipment, structured cabling, etc.)