Senior IT Support Specialist

Position Summary:

The Senior IT Support Specialist will be responsible for delivering end user technology support and training for software systems utilized for 95 Percent Group operations, including the Microsoft 365 platform and applications. The position will be the primary point of contact for end user support and the primary contact for end user technology onboarding and separation.

Essential Responsibilities:

1. End user technology support
   1. Provide technology support for all company software systems
   2. Provide technology support for company assigned technology assets and equipment including laptops, desktops, peripherals, and mobility devices

• Evaluate, prioritize and respond to technology support requests, from request initiation to resolution, according to department policies and standards

1. Escalate technology support issues to secondary internal and/or external resources when appropriate, and coordinate support between secondary resources and end users
2. Maintain expertise in commonly used technology support tools to efficiently support technology end users
3. Identify persistent technology support challenges and recommend actions to mitigate the challenges

1. End user technology onboarding and separation
   1. Coordinate the onboarding of new end users to company software systems including post-onboarding follow-up
   2. Coordinate the provisioning of end user technology assets and equipment including laptops, desktops, and mobility devices

• Coordinate the separation of end user from company software systems and the recovery of technology assets and equipment

1. Assist with managing technology assets and ensuring compliance with company asset policies

1. End user training
   1. Identify technology training needs for end users and adopting or develop training curriculum as appropriate
   2. Develop and deliver end user training for software systems/platforms and technology equipment

• Utilize end user feedback to provide recommendations for improvements to training processes and procedures

1. Additional technology tasks
   1. Participate and engage with company and department initiatives to increase technology adoption
   2. Perform other duties as assigned

Accountabilities:

• End user technology support for software systems and equipment is delivered within department standards and policies and with a focus on customer service
• End users are provided timely responses to support requests and all support requests are managed until a resolution is identified
• End users receive current and relevant training for identified technology systems and equipment
• End user onboardings and separations are fully completed within identified timelines and in compliance with department standards and policies

Skills and Qualifications:

• Some college level coursework (60+ credit hours) required; Bachelor’s degree preferred
• Strong understanding of end user technology including Microsoft Windows, Apple macOS, Apple iOS, and Android operating systems
• Strong understanding of web conferencing technologies including Microsoft Teams and Zoom
• Strong organizational skills with the ability to coordinate and prioritize multiple concurrent tasks
• Strong communication skills including the ability to discuss and explain complex concepts to audiences with a wide range of technical knowledge
• Demonstrated 3+ years’ experience providing end user technology support in Microsoft 365 environments including strong knowledge of Microsoft 365 desktop applications and integrations
• Demonstrated 3+ years’ experience providing end user technology equipment support including mobility devices and computer peripherals (computer docks, monitors, cameras, external microphones, etc.)
• Demonstrated experience applying critical thinking and analysis skills to achieve successful outcomes in a corporate environment
• Experience using endpoint remote access and management tools desired (e.g. BeyondTrust, TeamViewer, Kaseya)
• Experience using

Physical Requirements/Work Environment:

• This position is required to do a moderate to heavy level of physical work and lift up to 51 pounds
• The employee is frequently required to walk, stoop, kneel, crouch, use ladders and to reach with using arms and hands, as required to deploy and maintain technology equipment
• The work environment is typically an office with an average noise level; however, duties may require working for short periods (< 4 hours) in a data center environment with above average noise levels (< 80 dBA)

Local travel may be required infrequently