Senior Support Specialist

• Provide hands-on support for end-user issues escalated from the Help Desk
• Assist with basic troubleshooting and support across networking, security, voice, and cloud platforms
• Serve as backup support for Tier 2 teams during high workload or employee absences
• Participate in onboarding/offboarding processes, including workstation setup and account provisioning
• Support common enterprise tools (e.g., Office 365, Teams, remote desktop, printing)
• Maintain and update IT documentation and knowledge base articles
• Collaborate with the Help Desk Manager to mentor and support junior technicians
• Participate in IT projects, branch office setups, system rollouts, and upgrades
• Escalate complex issues appropriately and follow through to resolution

Education and Experience:

• 4–6 years of IT support experience in a business environment
• Proficient with Windows desktop OS, Office 365, Active Directory, and basic networking
• Experience supporting or shadowing Tier 2/3 technical roles
• Must have a valid Driver’s License

Knowledge/Skills/Competencies:

• Must be able to commit 40 hours a week with the rare possibility of after-hours support.
• A professional attitude, excellent customer service and neat appearance are essential.
• Good written and verbal communication skills
• Able to work independently and with others
• Able to master and support a large and diverse base of hardware and software technologies
• Analytical and problem solving abilities
• Ability to effectively prioritize and execute tasks in a high pressure environment
• Ability to lift and transport moderately heavy objects, such as computers and peripherals