Service Desk Senior Specialist

Wiss, Janney, Elstner Associates, Inc. • Northbrook, IL

8d • $34 - $50 • Hybrid

About The Position

This supports 750+ staff members throughout the US and internationally, in office and in the field. The Service Desk Senior Specialist responds to requests for assistance, troubleshoots, and resolves complex user IT issues.

Requirements

• Associate degree in Information Technology, Computer Science, or equivalent experience required
• 8-10 years working in a service desk environment
• Excellent problem-solving skills, and the ability to lead technical initiatives
• Strong communication skills to work with technical and non-technical staff

Nice To Haves

• Bachelor's degree preferred
• Industry certifications such as CompTIA A+, Network+, or Microsoft Desktop are a plus

Responsibilities

• Deliver seamless end-user support with efficient tracking and documentation
• Troubleshoot complex and escalated hardware and software issues, including desktops, laptops, printers, phone systems, and peripherals
• Provide root-cause analysis to help improve organizational efficiency and productivity
• Lead software deployments, hardware rollouts and network enhancements
• Lead maintenance and administration of Microsoft Office 365, network devices, and cloud-based services
• Email and System administration, management, and configuration using Microsoft Exchange Server and Mimecast, SCCM, Intune and other various infrastructure applications
• Perform infrastructure enhancements using CrowdStrike and Zscaler
• Set up server hardware and software
• Assist with WAN/LAN issues in collaboration with Operations Infrastructure team
• Assist Information Security team when appropriate
• Research and apply new technologies to improve efficiency and productivity
• Create and update technical documentation, including user guides and knowledge base articles
• Conduct technology training sessions for end users
• Provide mentorship, and guidance to Junior IT staff
• Ensure compliance with security policies, industry standards, and regulatory requirements where applicable
• Participate in audits and testing

Benefits

• Robust and affordable health plans for employees and their families, including HSA as well as low and high-deductible PPO options
• Generous 401(k) matching of 110% for the first 6% of eligible pay vesting immediately
• Time off to care for yourself and others
• Investments in employees’ educational assistance and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree