Senior IT Support Specialist

Senior IT Support Specialist is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop, MAC and notebook computers, peripherals, and associated peripherals, including AV equipment also drive desktop/laptop compliance. The Senior IT Support Specialist will report to the IT Team Lead/Manager and will work closely with other members of the technology department to support all end users. RESPONSIBILITIES

• Set up, maintain, and troubleshoot desktop and notebook computers (On Site & Remote)

• Daily follow ups on pending ticket to closure and ensure SLAs are met

• Follow up & drive closure of long pending tickets

• Set up and configure printers, scanners, and other peripherals

• Working on a 24*7 environment and on shift basis

• Install and configure software

• Having PowerShell scripting knowledge is valuable for automating tasks and improving efficiency

• Coordinate with vendors as needed

• Alert the support teams on outages and provide necessary updates on Bridge calls

• Review and test new applications, printers, software’s etc. and provide feedback

• Document issue resolution, Prioritize and re assign tickets in JSM

• Handle escalated issues & support the engineers on floor

• Develop and share Knowledgebase to the teams

• Propose Service Improvement Plans for the company and work on implementing them

• Maintain excellent communication with all end users and other members of the technology department.

QUALIFICATIONS Education:

• Bachelor’s Degree Preferred

Experience:

• Scripting Knowledge

• 4+ years specializing in end user computing.

• Good knowledge of ITIL processes. ITIL certification is an added advantage.

• Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.)

• Telephony experience (Cisco VoIP preferred).

• Microsoft Office 2010 and 2013

• Outlook 2010 and 2013

• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.)

• Previous work experience in a corporate environment

• Experience supporting Outlook in a Microsoft Exchange environment.

• Experience supporting a variety of Wi-Fi-enabled devices.

• Experience supporting remote users.

• Basic knowledge of thin client systems, network printers, citrix, terminal servers

Other Knowledge, Skills, Abilities or Certifications:

• Excellent communication skills and experience working in a global setup.

• Ability to clearly communicate technical concepts to non-technical people.

• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using

            industry best practices and procedures

• Ability to multi-task in a fast-paced environment

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.