Senior IT Support Specialist

TAIT•Lititz, PA

About The Position

The IT Support Specialist II serves as a senior source of technical assistance and support to the user community for hardware, software, access, permissions, and other technical resources. Responds to complex tickets for break/fix incidents as well as service requests. Requires knowledge and skills to either assist the user to fix the problem, or escalate the problem to the appropriate IT resource, following department procedures. Accuracy/quality and concise documentation of work is a large requirement of this position; good attitude and customer service skills; good work ethic; good attendance record and punctuality.

Requirements

AA/AS degree in computer related field plus 2+ year relevant experience
BA/BS degree in computer science; or the combination of education and experience that enables performance of all aspects of the position.
Must possess (or plan to acquire) a valid passport and have a willingness to travel domestically and internationally to TAIT group offices.
Ability to work 24/7 on-call rotation (after 3-6 months in role), one week period, rotates weekly
Customer Service Orientation: A strong commitment to providing excellent customer support and resolving user issues efficiently.
Communication Skills: Effective verbal and written communication to assist users with technical problems and provide clear instructions.
Technical Proficiency: Profound knowledge of computer hardware, software, operating systems, and common troubleshooting procedures.
Problem-Solving: Ability to diagnose and resolve technical issues, often under time constraints, to minimize user disruption.
Patience and Empathy: A patient and empathetic approach when dealing with users, especially those who may be frustrated or unfamiliar with technology.
Adaptability: Flexibility to handle a variety of technical problems and learn new technologies quickly.
Team Collaboration: The ability to work effectively with colleagues to escalate and resolve complex issues.
Time Management: Skill in managing and prioritizing multiple assigned tasks and ensuring timely updates and resolutions.
Documentation: Maintaining accurate records of user requests, troubleshooting steps, and resolutions. Able to communicate effectively and concisely when escalating to other teams.
Proactive Support: A proactive attitude towards identifying and addressing recurring issues to improve overall system stability and user satisfaction.
Troubleshooting and problem solving skills.
Experience troubleshooting or repairing desktop and laptop computers.
Experience troubleshooting software / application issues
Familiarity with Microsoft Office products
Familiarity with Microsoft Active Directory and Microsoft 365 / Exchange.

Nice To Haves

Experience with computer imaging and IT ticketing software, a plus.
Experience working with Slack, Zoom, Box, Guru, Asana, Salesforce, a plus.
Experience working with both Windows and MacOS environments, a plus.
MCSA, MCSE, A+, Network+, Security+ or similar certifications a plus.

Responsibilities

Review senior level incoming and assigned IT support tickets, determining priority before working ticket or escalating to the proper IT resource.
Monitors, creates, updates, maintains, and resolves complex IT support tickets.
Properly documents all ticket updates and resolutions and follow up with all parties involved to ensure the problem was corrected to their satisfaction.
Create new documentation (knowledge base) or update existing knowledge base items
Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order.
Performs hardware and software maintenance, when necessary.
Reports equipment problems or failures and provides necessary documentation.
Sets up, configures, and installs new equipment which may include Desktops, Laptops, Printers, Mobile Devices, Network Equipment, etc.
Assist users with general application problems/questions and escalate to the appropriate resource when necessary.
Installs and configures desktop applications.
Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations.
Uses proper customer service etiquette when interacting with customers, vendors and others.
Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity.
Maintains a clean and organized work area.
Ability to work independently on tickets and other assigned tasks, seeking assistance from peers or leadership when necessary
Adhere to all company safety policies and procedures.
Attend meetings, seminars, and training sessions as required.
Perform assigned duties according to the policies and expectations prescribed by the company.