Senior Specialist IT Service Center

About the role

The Senior Technical Specialist will serve as a Tier II point of contact for IT related assistance and information for internal and external clients. This role is responsible for taking, processing, and resolving generally complex support requests across hardware, software, network support, virtual workstations, and peripheral equipment.

Responsibilities

• Respond professionally and accurately to phone, chat, email, and drop-in face-to-face inquiries from internal and external clients regarding complex IT questions, issues, problems, and status changes.
• Install, configure, maintain, and upgrade PC hardware, software, and peripheral devices, including printers, scanners, and mobile or smart phones, in accordance with department standards.
• Perform and support complex installations and maintenance for end users, and troubleshoot issues in person, by telephone, or by email in a timely and accurate manner.
• Troubleshoot and resolve end user LAN, WAN, and internet connectivity issues according to company policy.
• Maintain user account information, including security and network access, according to systems standards and company policy.
• Develop, maintain, and deliver workstation training and resources to end users.
• Resolve inquiries in a professional, sensitive, and customer-focused manner, escalating complex cases in accordance with IT policies and best practices with appropriate documentation.
• Partner with technology team members and internal and external resources to obtain or provide information needed to close cases that are not escalated.
• Educate clients on available self-service tools and other systems, encourage their use as appropriate, and identify opportunities to improve the knowledge base.
• Meet or exceed individual call and transaction performance measures, protect associate data, maintain confidentiality, and reprioritize tasks to meet fluctuating workflow.
• Rotating after hours on call support - 1 week on 10 weeks off.

Requirements

• Good interpersonal skills.
• Strong written and verbal communication skills, with the ability to communicate with tact and diplomacy.
• Ability to gather and synthesize information from multiple parties.
• Strong attention to detail, organizational, and prioritization skills.
• Ability to handle sensitive and highly personal information on a daily basis and maintain confidentiality.
• Self-starter mindset with the ability to quickly learn new business processes, systems, tools, and technology.
• Ability to make decisions related to production support processes and changes as necessary to meet customer needs in a timely manner.
• Customer-focused approach with listening skills, patience, empathy, authenticity, proactivity, and perseverance.
• Ability to build collaborative relationships, manage conflict respectfully, and demonstrate inclusiveness and appreciation for diverse backgrounds, cultures, thoughts, and experiences.
• Ability to adapt to changing events and priorities, remain flexible, resolve most questions independently, and collaborate with colleagues to troubleshoot complex issues.

Qualifications

• BS or BA degree in computer science or a related field.
• 2+ years of support services experience in IT Help Desk and/or Desktop Support.

Skills

• Technical proficiency with hardware, software, and network troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong customer service orientation.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.

Benefits

• Medical, dental, vision and life insurance.
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup.
• Tuition reimbursement up to $5,250/year.
• Business-casual environment that includes the option to wear jeans.
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year.
• Paid volunteer time — 16 hours per calendar year.
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA).
• Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Pay

Base Salary Range: $58,100.00 - $79,850.00

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Schedule

This position requires rotating after hours on call support - 1 week on 10 weeks off.