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Portrait of a young businessman working at his desk in a modern officePortrait of a young businessman working at his desk in a modern office

Senior Technical Support Specialist

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Seeking a highly motivated individual to work with our Technical Support Center Service Desk team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic and diverse culture. Advanced technical knowledge combined with the ability to clearly communicate with the Associate and Management also required. User base currently 10k+

ONSITE AND REMOTE RESPONSIBITIES: Onsite technical and deskside support presence is based on business need.


• Take incoming requests for support via chat, phone, or email, gather information from end user and create an incident or request ticket.
• Contact user for follow up to confirm resolution, gather additional information, or provide updated information using Service Now ticketing system.
• Contact external service providers to coordinate work activities as necessary.
• Contributor and point of escalation for Technical Support level 1 Analysts
• Serve as point of contact to internal and external customers through problem resolution
• Provide off-hours support as required to perform job functions and ensure service delivery
• Strong understanding and experience using Virtual and Cloud Technologies (Microsoft 365, Microsoft Endpoint Manager, Amazon Workspaces, MS Teams)
• Performs root cause analysis and provides detailed support documentation

• Identify gaps and assist in development and maintenance of Support Services and end user documentation
• Modify and create knowledgebase entries uploaded to SharePoint and Service Now Knowledgebase

Hardware/Software support and deployment
• Provision and configure desktops, laptops to specifications
• Perform ongoing upgrades and patches as required
• Evaluate out of date hardware and assist in preparation for asset disposal

Security Awareness

• Understanding of security impacts of end user requests and ensure adherence to company guidelines and mandatory trainings

General Job Functions

• Identifies deficiencies; communicates and coordinates improvement efforts to increase Service Desk efficiency.
• Develops and continually updates training material for new and existing Service Desk staff.
• Maintains high level of technical skill in field of expertise


• Bachelor's degree or equivalent combination of education and experience
• At least 5 years working experience in the IT field
• Experience and knowledge with creating and abiding by Service Level Agreements (SLA)
• Excellent client service skills in a demanding, deadline-driven environment
• Experience with enterprise systems management tools such as BMC Client Management
• Technical Certifications; A+, Microsoft Azure/365 Fundamentals or Cloud+, Security+, MCSA, MTA
• Hands on experience with Service Now or BMC Footprints.
• Interactive experience handling phone and chat-based support activities within a 10k+ user base
• Advanced knowledge of Microsoft operating systems, Microsoft Surface, Dell laptops and hardware
• Experience working with company software, hardware products and related business issues that may impact overall business plans or business continuity

Additional Skill Sets
• Mortgage or Finance Background (nice to have)
• Application install experience via Microsoft Company Portal
• Amazon Workspace (virtual desktop)
• Windows 365 Cloud PC (nice to have)
• Microsoft SCCM is a plus
• Microsoft Multi-Factor Authentication
• Strong understanding of Microsoft 365 Suite (Office, OneNote, Outlook, Teams, SharePoint)
• Supporting Zero Clients (Dell, Hewlett Packard)
• Knowledge of BitLocker Encryption
• Support for Cisco VPN AnyConnect client / Cisco Umbrella (Cisco Duo nice to have)
• RSA Authentication Manager (token assignment, token resync and distribution)
• Genysys Interactive Desktop (i3) (nice to have, main phone system)
• Group Policy / Active Directory Understanding
• Knowledge and support of mixed environments or multi-tenant (Hybrid and Auto Pilot joined devices)
• Polycom desktop/conference phones (e.g. VVX 400, IP Sound station IP 7000) nice to have
• Reliable transportation a must (based on site location)
• Printer Management (building print queues, configuring multifunction printers (e.g. Xerox, Savin)