Senior Technical Support Specialist

The Senior Technical Support Specialist is responsible for leading the IT Operations team in technical processes, managing the standard Windows image and lifecycle, and administrating the Help Desk system. Like a Technical Support Specialist, this role also is a staffing backup for the Help Desk during on-call rotations and high-call volume need. This role blends advanced technical support expertise with systems administration responsibilities and acts as a bridge between frontline support and backend systems. The position ensures consistent, high-quality support and process improvement across the IT Operations group., Below are the primary duties and essential functions of an employee in this position. While not all tasks may be performed by every employee in this role, all employees are expected to perform related tasks as needed. These essential functions must be performed with or without reasonable accommodation.

• Serve as the technical lead for IT Operations processes, including documentation, standard work development, and continuous improvement initiatives.
• Develop, implement, and maintain standard operating procedures for desktop support and Help Desk workflows.
• Act as a primary escalation point for complex technical issues from Help Desk and Technical Support staff.
• Collaborate with Systems, Network, and Security teams to ensure seamless service delivery and escalation handling.
• Own the creation, maintenance, and deployment of the standard Windows image across the organization.
• Utilize tools such as SCCM or equivalent for imaging, patching, and software deployment.
• Ensure compliance with security and configuration standards across all endpoints.
• Administer and optimize the Help Desk ticketing system, ensuring accurate tracking, reporting, and resolution of incidents.
• Train and support Help Desk staff in system usage and best practices.
• Analyze Help Desk metrics to identify trends, improve response times, and enhance customer satisfaction.
• Provide advanced support for desktops, laptops, mobile devices (iOS/Android), printers, and peripherals.
• Perform onsite and remote troubleshooting, configuration, and installation of IT assets.
• Support encrypted device deployment and compliance with corporate security policies.
• Participate in on-call rotations and provide backup coverage for Help Desk operations.
• Work closely with Systems Administrators to support enterprise platforms as trusted and assigned.
• Assist in project planning and resource scheduling under the direction of IT leadership.
• Act as a mentor and technical resource for junior staff and Help Desk personnel.

• Occupational Exposure Risk Classification: The normal work routine involves minimal exposure to blood, body fluids or tissues.
• The normal work routine has a moderate ergonomic risk for repetitive motion impairment.
• The position may require a minimal amount of physical exertion (bending, lifting, twisting) in the work area., * Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent experience.
• 4+ years of experience in technical support or systems administration roles.
• Experience with Windows imaging tools (e.g., SCCM, MDT, Autopilot).
• Familiarity with Help Desk platforms (e.g., ServiceNow, Freshservice, Zendesk).
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication and documentation skills.
• Valid driver’s license and active liability insurance.
• Satisfactory results from criminal background check.