Senior Associate, Technology Services

Responsibilities

• Serve as senior technical resource for complex end-user issues requiring advanced troubleshooting across hardware, software, and enterprise applications.
• Handle tier 1 escalations and provide technical guidance to junior helpdesk staff.
• Triage and prioritize incoming requests via phone, email, messaging, and service desk system, making independent decisions on escalation paths for critical issues.
• Document comprehensive technical solutions and develop knowledge base articles to improve team efficiency and reduce repeat incidents.
• Contribute to process improvement initiatives and standardization of support procedures.
• Provide expert-level support for enterprise, Windows OS environments, and M365 suite.
• Lead technical execution of software deployments, hardware deployments, system upgrades, and projects, as needed.
• Perform advanced diagnostic analysis using multiple tools and methodologies.
• Conduct root cause analysis for recurring issues and recommend preventive measures to IT leadership.
• Deliver white-glove deskside support including complex hardware/software installations, system migrations, and custom configurations.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.
• Provide excellent audiovisual support for various meetings, as needed.
• Track and report on ticket trends, user satisfaction, and resolution metrics.
• Participate in on-call rotation providing remote and after-hours support for global operations.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform related duties consistent with the scope and intent of the position.

Qualifications

• 5-7 years progressive experience in enterprise IT support with demonstrated technical leadership.
• Strong proficiency in Microsoft Windows OS, OWA, Office 365/M365 administration.
• Mobility Management – iOS and Intune.
• Expert knowledge of hardware diagnostics and application troubleshooting methodologies.
• Experience with current operating systems and imaging with current tools.
• Working knowledge of networking fundamentals and system administration concepts.
• Strong technical problem-solver who can diagnose and resolve issues others escalate.
• Experience with ITSM platforms and familiarity with ITIL framework principles.
• Exceptional written and oral communication skills.
• Detail-oriented with strong documentation skills and commitment to knowledge sharing.
• Natural mentor who shares knowledge and elevates team capabilities through informal coaching.
• Strong organizational skills, possessing the ability to meet deadlines, prioritize effectively and work independently within guidelines.
• Team player with strong integrity and professionalism.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Calm under pressure with proven ability to manage multiple priorities and critical incidents.
• Proven ability to self-start and work independently on complex technical issues with minimal supervision.
• Self-starter who identifies improvement opportunities and takes initiative to implement solutions.