IT - Service Support Sr. Specialist

About the role

The Onsite Support Group is responsible for providing onsite/deskside and remote 2nd level technical support and analysis on various aspects of end user systems support. These systems and responsibilities include but are not limited to support of technology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, mobile devices and video conferencing.

Responsibilities

• Provide onsite/deskside and remote Level 2 technical support for end-user systems and devices
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows, macOS, virtual desktops, and mobile devices
• Support collaboration tools, video conferencing solutions, printing, and peripheral technologies
• Use ticketing and asset management systems to track requests, incidents, and resolutions
• Communicate technical concepts clearly and respectfully to employees with varying levels of technical knowledge
• Partner with colleagues across the organization to support projects and continuous improvement initiatives
• Identify recurring issues and contribute ideas to improve processes, tools, and user experience
• Work independently on day-to-day responsibilities while seeking guidance on new or complex assignments when needed

Qualifications

• Strong customer service mindset with a focus on empathy, professionalism, and follow-through
• Clear verbal and written communication skills
• Experience working in a service desk, desktop support, or end-user technology support environment
• Comfort using a variety of technologies, tools, and systems to support daily work
• Hands-on experience supporting end-user computing devices and applications
• Ability to analyze multiple issues, evaluate options, and determine effective solutions
• Collaborative approach and willingness to share knowledge with teammates