Sr. Technical Support Specialist

The Sr. Technical Support Specialist provides advanced technical support for end users experiencing issues related to IT systems, applications, workstations, collaboration tools, conference room technology, and network connectivity. This role is responsible for diagnosing and resolving technical issues for both local and remote users while ensuring service delivery aligns with established service level agreements (SLAs). The position operates with a high level of autonomy and may serve as a mentor to junior support staff, providing guidance and recommendations to improve support processes and technical solutions. This individual also plays a key role in maintaining strong relationships with internal users and identifying trends in incidents to help improve overall IT service performance., * End User Technical Support: Provide advanced troubleshooting and technical support to end users for issues related to applications, desktops/laptops, collaboration tools, conference room systems, and network connectivity across both local and remote environments.

• Incident Management & Troubleshooting: Diagnose, resolve, and document incoming IT support requests while ensuring timely resolution in accordance with established service level agreements (SLAs).
• Escalation & Coordination: Escalate complex technical issues to appropriate technical teams when necessary, ensuring clear documentation and communication throughout the escalation process.
• Service Desk Ticket Management: Maintain accurate records of incidents, service requests, and resolutions within ticket tracking systems while ensuring updates are provided to both users and management.
• User Communication & Support: Provide clear technical explanations and status updates to end users and stakeholders to ensure transparency throughout the support process.
• Trend Identification & Reporting: Monitor and report recurring incidents or emerging technical issues to management, helping identify opportunities for proactive improvements to systems or processes.
• Mentorship & Knowledge Sharing: Act as a mentor to junior IT support staff by providing guidance on troubleshooting techniques, service procedures, and best practices.
• IT Service Improvement: Recommend improvements to service processes, workflows, and technical solutions to enhance the overall efficiency and effectiveness of IT support operations., After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit. The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you. Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran. Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status. Apply Aleron companies; Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, Viaduct, and Aleron's strategic partner, SDI are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis.

• High School Diploma or equivalent required

• Minimum 8 years of relevant IT support or service desk experience OR Associate's Degree or equivalent post-secondary education with 4+ years of related experience

• 4+ years of strong troubleshooting experience across end user computing environments

• 4+ years of experience supporting desktop systems, applications, and collaboration tools

• 4+ years of experience diagnosing and resolving hardware, software, and network connectivity issues

Preferred Skills / Qualifications:

• Experience supporting enterprise collaboration platforms and conference room technologies
• Familiarity with IT service management frameworks (ITIL or similar)
• Experience supporting remote users and distributed environments
• Previous experience mentoring or guiding junior IT support staff
• Knowledge of network troubleshooting and enterprise infrastructure environments