Senior Technical Support (Onsite)

Onsite Tech Support- Senior Associate 

Onsite Tech Support - Senior Associate is responsible for providing local operational support for an office or group of offices.
This position requires both excellent customer service and problem solving skills along with experience leading projects. The candidate must possess a process and project orientated mindset and be proficient working individually as well as part of a larger team. The ideal candidate has knowledge on a wide range of technology and be able to leverage it against a wide range of technical issues. Great communication skills are a must. The candidate must be a highly motivated and self-reliant individual with a desire to better themselves.

JOB FUNCTIONS
Issues Management and Resolution
· Analyze issues and formulate solutions
· Troubleshoot system, application and hardware issues
· Ensure customer is updated on ticket progress
· Work directly with customers to solve problems
· Utilize internal IT Knowledge Base to both provide and find solutions to known issues
· Use external information to research and resolve issues when needed
· Consistently update the ticket tracking system with status and fixes
· Provide monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
· Properly escalate issues to necessary parties as required
System Administration
· Perform routine system maintenance on laptops and desktops
· Document internal IT processes and systems
· Track computer assets according to organizational standards
· Perform backups and restores
· Perform configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
· Perform installation and configuration of software including operating system, patches, and 3rd party products.
· Maintain established computer standards and participate in testing new standards
Communication
· Strong interpersonal skills with heavy focus on customer service
· Demonstrate sound written, oral and organizational skills
· Document solutions, systems and procedures
· Collaborate with local and remote teams using provided tools
· Consistently share solutions with peers
· Works effectively as an individual and as part of a team
· Contribute to collaboration channels to share information with team members and large Onsite Tech Support team
· Comfortable training small and large groups of people on new IT solutions
Resource & Project Management
· Complete assigned tasks on time
· Ability to follow documented commonly used concepts, practices, and procedures
· Ability to manage multiple constituencies, issues, priorities, projects and goals
· Adhere to team policies and organizational reporting structures
Continuous Improvement
· Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.
· Share information gathered with other team members
Work Schedule
· Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
· Must be available via cell phone for issue resolution and assistance after hours
Travel
· Local travel between sites may be required
· Occasional travel to sites outside the local area may be required
PERFORMANCE STANDARDS & EXPECTATIONS
Education and Certifications
· Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required
· Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+)
Experience
· Minimum 3 years IT experience
· Experience delivering IT solutions within a corporate and/or enterprise environment
· Experience working in a mixed Mac and Windows environment
· Experience implementing best practice processes and procedures
· Knowledge of ITIL best practices required
Additional Skills
· Experience in the Advertising and/or Marketing industry preferred
· Experience in centrally managed computer environments
· Experience supporting A/V environments not required, but is a plus
· Skills helpful but not required – BitLocker, FileVault, Software Distribution Systems (SCCM, JAMF), Adobe Creative Cloud, ServiceNow, Bomgar, Font Management Systems

Pay Range$27.47—$34.34 USD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work cultur