Senior IT Support Specialist

Risk Strategies Company Boston , MA 02108

Posted 1 week ago

The Sr. Support Specialist will provide senior-level help desk user and application support on company approved computer applications and platforms from requests that have been escalated by lower tiers. Assisting the IT department with various insurance and network computer services. Analyze existing systems and make proactive recommendations for improvements.

The duties of the Senior Support Specialist, include but are not limited to:

  • Field all escalated service desk calls and emails (troubleshooting desktop issues, server issues, etc.)
  • Utilize discretionary troubleshooting methods to identify SLA from high priority to low priority within a short time frame
  • Provide remote desktop and server-related technical support with an emphasis on immediate call resolution and quality while simultaneously providing high quality customer service
  • Provide incident resolution via face to face interactions, phone calls, remote tools, and email
  • Escalate high-level technical issues to appropriate team/individual when necessary
  • Perform backup restorations
  • Setup and prepare computer systems including configuring hardware and installing operating systems, applications, and software
  • Configure and maintain printers
  • Work closely with other departments for collaborating IT projects
  • Setup and maintain user accounts and groups in Active Directory and Exchange
  • Provide email spam management
  • Recommends upgrades, patches, and new applications and equipment to increase productivity and security
  • Perform software purchases
  • Assist Net Admins in creating documentation for end-users, project planning, and resolving issues
  • Perform other IT related functions and duties as needed and assigned
  • Requirements

  • High-level understanding of Windows Server environments (2016 & 2019)
  • Associates degree (Bachelors degree preferred) and/or minimum of 5 years of providing technical support, both in person and remotely
  • Working knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
  • Experience working in Exchange 2016 & 2019 email systems
  • Knowledge of Microsoft 365 and Microsoft Intune (preferred)
  • Experience with OneDrive and Azure AD support
  • Knowledge of Skype for Business/Teams
  • Experience with MDM solutions
  • Knowledge of SCCM and how-to utilize its features/reports
  • Experience setting up and maintaining user accounts and groups in Active Directory
  • Knowledge of endpoint management and endpoint security platforms
  • Experience using Bitlocker
  • Knowledge of Exclaimer Cloud
  • Experience creating and maintaining images to be utilized within SCCM and VDI
  • Knowledge and hands-on experience providing remote support to users using Windows 7, Windows 8, Windows 10 and other mainstream Microsoft applications
  • Experience with deploying and managing VDI (preferred)
  • Must be able to communicate technical jargon to non-technical people
  • Aggressive problem solver while simultaneously displaying excellent customer service
  • Above average written and verbal skills
  • Excellent time management and prioritization skills
  • Ability to gather data, compile information, and prepare reports
  • Exceptional organization, customer service, project, and time-management skills
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