Sr. IT Technical Support Specialist

Sr. IT Technical Support Specialist

The Sr. IT Technical Support Specialist will perform root cause analysis, identify and isolate technical issues and work with the IT Team to quickly and effectively solve highly complex problems that span multiple technologies and disciplines.

Primary Responsibilities:

• Provide level-2 and level-3 support functions related to hardware, telephones, and all Agency-approved software.
• Provide individual end user support and installation/upgrades of hardware and software for all Agency computers.
• Provide server, backup and network support for LAN, WAN and AD-server environments as well as Internet and Intranet functions for all locations.
• Provide desktop/mobile telephone and communication systems problem solving and support, including setup and upgrades of devices for all locations.
• Function as a liaison between the Agency vendor(s) to resolve all systems and communications problems internally and externally.
• Make recommendations of purchases for hardware, software, and equipment necessary to maintain adequate system availability and inventory.
• Maintain the skill level necessary to grow with the needs of the organization related to hardware, software, and other technology trends.
• Manage timely completion and communication of all assigned help desk tickets to end users, fellow IT staff and supervisor including proper documentation of work completed with issue resolution.
• Act as a subject matter expert and/or escalation point for complex technical issues.
• Provide guidance to other technical staff.
• Propose and assist in implementation of proactive solutions to problems to streamline efficiencies or meet end user needs.
• Respond to requests for technical assistance in person, via phone and electronically.
• Administer help desk software, redirect problems to correct resource, identify and escalate situations requiring urgent attention and track/document requests and resolutions.
• Provide installation and upgrades of hardware and software for servers and workstations.
• Serve as liaison between organization and vendor(s) as needed to resolve all systems and communications problems internally and externally.
• Assist in the planning, design, installation, and maintenance of the network infrastructure.
• Continue to improve skills necessary to grow with changes in technology.
• Provide daily management of equipment inventory responsible to the IT Department.

Required Qualifications:

• High School Diploma.
• Two (2) plus years of college or technical school training related to Information Technology/Information Systems. Education may be substituted with a minimum of four years relevant experience related to job functions and/or IT Certifications in lieu of two year education requirement.
• Four (4) years' experience providing Microsoft Windows network and Windows 10/11 support.
• Four (4) years' experience providing end user support, installation and repair of hardware and software.
• Two (2) years' experience installing and supporting Windows Server 2012/2016 and Windows 10 workstations.
• Two (2) years' experience with Windows based software, Microsoft Office 365 and Zoom.
• Two (2) years' experience managing a Microsoft 365 environment.
• Two (2) years' experience managing Azure AD, Intune & Microsoft Endpoint.

Preferred Qualifications:

• Experience as help desk support level 2 or 3, including remote support.
• Certifications such as MCITP, MCSA, MCSE, CCA, CCNA are a plus. Certification may be substituted with relevant years of experience related to job function.

Knowledge, Skills, and Abilities:

• Advanced computer software and hardware knowledge and skills.
• Ability to troubleshoot a variety of computer problems.
• Ability to interact with staff with a service orientation.
• Ability to stay organized while executing multiple projects.
• Ability to maintain professional, confidential work environment.

Work Conditions:

• Environment: Office
• Range of Schedule: Mon – Fri, 7:00 am to 5:00 pm
• Travel: Occasional (Must have valid Texas Driver License and current Auto Insurance)

DePelchin is proud to be an equal opportunity workplace.