Senior Field Support Specialist _ Division of Information Systems
About The Position
The Senior Field Support Specialist provides complex applications support within a defined environment to support business requirements. The role performs installation, configuration, testing, and tier 2 support for the end-user computing environment, including software and hardware support. It also provides technical leadership, mentorship, and support to subordinate personnel and end users. The position serves as an expert resource to end users, supports application and technology changes, troubleshoots complex issues, and contributes to planning, documentation, reporting, and training. The duties listed are general examples and are not exclusive or all-inclusive; management may add or change duties.
Requirements
- Associate's or bachelor's degree.
- Two years of work experience in field support, field service, or technical support.
- Knowledge of IT infrastructure, computer systems, and software application functionality.
- Technical aptitude to analyze and evaluate new software applications.
- Ability to communicate with technical and non-technical personnel.
- Project management skills.
- Verbal and written communication skills.
- Troubleshooting, analytical, and problem-resolution skills.
Responsibilities
- Serve as an expert resource to end users by anticipating and identifying educational, procedural, and functional problems associated with implementing new or revised applications and patches.
- Collaborate with end users to define requirements for new systems and evaluate and recommend solutions.
- Ensure product upgrades, enhancements, and future rollout projects meet business and end-user requirements.
- Perform complex diagnosis, support, and maintenance for application, software, hardware, and connectivity issues.
- Identify root causes of recurring problems and implement solutions or escalate issues to technical services personnel, management, or vendors as required.
- Assist management with training field support specialists to handle complex and escalated problems and maintain quality standards.
- Project long-range requirements for end-user computing environments in conjunction with other technology services.
- Keep current with and evaluate new or emerging technologies, and recommend new technologies for deployment.
- Help maintain departmental documentation by ensuring subordinates update information regularly.
- Develop statistical reports on incidents opened and resolved by field support technicians for monthly status reviews.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
