Sr. IT Support Specialist

Position summary The Technical Support Associate, Sr. works under general supervision and is responsible for providing technical assistance and support related to computer systems, hardware, and software. This individual responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions while working directly with impacted users of technology. Job duties ( denotes an “essential function”)  Provide 1st and 2nd level IT support service, using a professional approach with excellent, proficient telephone techniques and high quality communication through effective, practiced customer service skills.  Respond to technical support queries and log them into the IT Service Management System, ensuring that details are accurately and promptly entered to the requestor's and the division's satisfaction.  Utilize a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate, escalate technical issues to the appropriate team(s).  Troubleshoot end-user hardware, operating system, basic network, server-based access and voice communications problems, providing resolutions where possible while working with IT Help Desk.  Troubleshoot software-related problems, and other computer-related peripherals issues, providing resolutions where possible while working with IT Help Desk.  Maintain and update internal knowledge base of procedural and technical information, fully adhering to updates in policy, procedures and new technology.  Process and respond to incoming IT forms and requests: procurement, access requests and queries/call requests submitted via e-mail, phone or in person.  Travel to provide on-site IT support for client offices, and temporary trial site locations. Install and configure Windows and Apple desktops and laptops as per company standard builds.  Ensure all new assets (hardware and software) are entered into the asset inventory system.  Develop procedures and training manuals and conduct presentations and briefings. Provide training and respond to technical how-to questions from end-users and customers on the use of systems and applications. Help develop and mentor fellow staff members, in addition to following best practices and procedures, and sharing knowledge across the team.