Senior Technical Support Specialist

Stanley Martin•Reston, VA

5d•Onsite

About The Position

The Sr. Technical Support Specialist provides frontline and advanced technical support to employees, ensuring technology issues are resolved promptly and users receive a positive support experience. Team members support endpoint devices, business applications, collaboration tools, and enterprise systems. In addition, Senior Technical Support Specialists are expected to act as escalation points for complex troubleshooting, resolve advanced technical issues with minimal supervision, create and maintain knowledge base content, participate in technology deployments and improvement projects, and identify recurring issues and recommend solutions.

Requirements

3–5 years of support experience.
Advanced troubleshooting and technical expertise.
Demonstrated mentoring and escalation support experience.

Nice To Haves

CompTIA Network+
CompTIA Security+
Microsoft 365 Certified: Associate

Responsibilities

Respond to service requests and incidents.
Troubleshoot hardware, software, and connectivity issues.
Support Microsoft 365, collaboration platforms, and endpoint devices.
Perform imaging, deployment, and hardware replacement activities.
Facilitate onboarding and offboarding activities.
Maintain accurate documentation.
Escalate complex issues as appropriate.
Participate in on-call support activities.
Complete all other duties as assigned by manager.
Represent the company professionally in all internal and external interactions and communications.
Adhere to company safety standards and help promote a safe working environment.
Adhere to and promote the Mission, Vision, and Values of Stanley Martin.
Act as escalation points for complex troubleshooting.
Resolve advanced technical issues with minimal supervision.
Create and maintain knowledge base content.
Participate in technology deployments and improvement projects.
Identify recurring issues and recommend solutions.