Senior IT Support Specialist

The Opportunity

The Senior IT Support Specialist works as part of the geographically dispersed IT team to collaboratively manage support escalation requests from the Help Desk. The Senior IT Support Specialist works as part of a team to deploy, maintain, and support end-user devices and systems, including desktop hardware, antivirus, patching, software deployment systems, video conferencing, and printers.

 

What You’ll Do

Internal Relations

• Upholds the Mission, Vision, and Core Values of Ulteig.
• Acts diligently to ensure information security policies are followed.
• Installs, maintains, and supports end-user technology including computers, printers, phones, and software.
• Ensures SLA’s are being met.
• Resolves problems related to IT infrastructure creatively and quickly.
• Work as part of the IT team handling Help Desk escalations to provide problem analysis and problem resolution.
• Ensures consistency in practices and service of end-user support.
• Assists company patch management, antivirus, and data loss prevention.
• Administers and leverages PC imaging and application deployment system to efficiently deploy PC’s and in response to user-requested applications.
• May have ownership of IT support tools and/or processes.
• Participate in hardware and software reviews to recommend purchases.
• Identify potential system improvements for presentation to IT management for consideration, to improve Ulteig’s technology.
• Recommends standards for end-user device hygiene and efficiency.
• Identify user issue trends and escalate as needed.
• Completes projects and tasks within scope guidelines.
• Creates technical documentation including procedures, standards, best practices, break/fix solutions, and manuals
• Responsible for ensuring personal/professional information is accurate, secured, and maintained.
• Works collaboratively with individuals at all levels in the organization in a team environment.
• Provides local IT hands support to remote IT team members.
• Complies with all company and client safety standards.
• Follows all company policies and procedures.

External Relations

• Collaborates with external vendors.
• Provides excellent client service.
• Communicates with clients to ensure we are meeting their needs.

 

What We Expect from You

• Associates degree in IT required; Bachelor’s degree preferred.
• Minimum of 4 years experience with Help Desk or IT support-related field.
• Extensive experience with PC hardware, software applications, operating systems, and network connectivity is required.
• Experience related to client/server security.
• Experience with imaging software is a plus.
• Previous experience in an engineering environment is a plus.
• Must have authorization to work permanently in the U.S.

 

KNOWLEDGE AND SKILLS                                                  

• Knowledge of IT systems including but not limited to Microsoft Windows Server, Windows 10, Office365, and computer hardware.
• Must possess well-rounded knowledge of commonly used concepts, practices, and procedures.
• Ability to effectively troubleshoot by applying logical analysis and problem-solving techniques.
• Demonstrates excellent verbal/written communication, time management, interpersonal and organizational skills.
• Demonstrates the ability to be organized, effectively prioritize, work on multiple projects, and meet deadlines by setting priorities.
• Requires analytical thinking, time management skills, and most importantly excellent customer service skills. 

REQUIRED COMPETENCIES/QUALITIES

• Individual Excellence - Strives for individual excellence by seeking challenges and self-development, demonstrating high levels of expertise, and showing commitment, self-confidence, and integrity.
• Performance - Consistently produces results that meet goals, has high work standards, and understands the business environment and processes.
• Results - Achieves results by problem-solving, setting priorities, and organization; understands the fundamentals of project management.
• Customer Focus - Maintains customer focus in sales management to meet or exceed customer expectations and represents Ulteig in a professional and courteous manner.
• Technical Expertise - Possesses, acquires, and maintains technical and professional expertise.