Senior Technical Support Specialist

Rudin • New York, NY

2d • $75,000 - $90,000

About The Position

We are seeking a highly organized, technically proficient, and customer-focused Senior Technical Support Specialist to join our dynamic IT team. This role expects T1/T2 coverage while escalating tickets to senior engineers when needed, providing critical support to both end-users and the IT team. The ideal candidate possesses strong troubleshooting abilities, excellent communication skills, a proactive approach to problem-solving, and a passion for leveraging technology to improve efficiency. The position will report to the IT Operations Manager.

Requirements

• Bachelor’s degree in Information Technology or a related field preferred; equivalent experience will be considered.
• 5+ years of experience in service desk or technical support role preferred.
• Strong knowledge of Windows operating systems and common productivity applications.
• Strong experience with Microsoft 365, Azure, Entra, Power Apps, and Copilot
• Excellent communication, interpersonal, and customer service skills
• Ability to work independently and as part of a team
• Strong organizational skills and attention to detail
• Must be well versed in using PowerShell for automation, troubleshooting, and administrative tasks

Nice To Haves

• Python is a plus

Responsibilities

• Technical Support and Troubleshooting Provide advanced Tier 1 / Tier 2 support
• Onboard and provide technical support to new hires
• Support Microsoft 365, SharePoint, Azure, and Entra ID
• Support, configure, and help maintain Power Apps solutions, Copilot experiences developed by the organization, and other AI related solutions
• Document issues and contribute to knowledge articles
• Provide remote and on-site support via phone, email, and remote access tools, resolving common end-user issues
• Receive, prioritize, and resolve incoming incident and service requests from the ticketing system, escalating more complex issues to senior engineers
• Follow established troubleshooting procedures and document all actions taken in the ticketing system (Freshservice)
• Assist with network connectivity issues and escalate more complex network problems as needed
• Support functionality of company IT systems, including all MS365 applications and services, reporting any issues to senior IT staff
• Assist with installation and troubleshooting of end-user devices (laptops, desktops, tablets, printers, and peripherals), escalating hardware repairs as necessary
• Communicate effectively and professionally with end-users at all levels, demonstrating patience and understanding when addressing technical challenges
• Strive to provide excellent customer service in every interaction
• IT Process Improvement Document clear and concise troubleshooting steps for common issues encountered
• Contribute to the knowledge base by creating articles for frequently asked questions and solutions

Benefits

• Full company paid health and dental, 401k, pension, housing and parking discounts, and wellness programs.
• All offered benefits are subject to the terms/conditions of the benefits plans.
• Salary may vary based on work experience, market conditions, and qualifications/training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level