Sr. Technical Support Specialist

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.

• 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

• 2+ years in a DoD or similar background.

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

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.