Senior Technical Support Specialist

FedPoint is seeking an experienced and highly motivated Senior Technical Support Specialist to join our IT Infrastructure Team. This role is ideal for a seasoned IT professional who thrives in fast-paced environments, excels at solving complex technical issues, and takes pride in delivering exceptional customer service. As a senior member of the Service Desk, you will oversee daily operations, mentor team members, maintain high-quality service standards, and ensure efficient resolution of end-user support requests.

This position plays a key role in supporting organizational technology needs, driving operational excellence, and ensuring a seamless employee experience throughout the HR lifecycle., Service Desk Leadership and Support - 40%

• Manage, triage, and oversee daily help desk requests while ensuring timely and accurate documentation of all actions taken.
• Provide advanced troubleshooting for laptops, desktops, virtual desktops, network connectivity, and application issues.
• Monitor ticket progression end-to-end, escalating when necessary and driving continuous improvement in service delivery.

HR Lifecycle Technology Support - 25%

• Lead IT processes related to onboarding, terminations, transfers, and leaves of absence.
• Ensure accurate account creation, deactivation, access management, and equipment provisioning.
• Collaborate with HR and other departments to ensure full compliance with internal protocols and policies.

Process Development & Coaching - 15%

• Contribute to the creation, improvement, and documentation of departmental procedures.
• Provide coaching to Technical Support Specialists to reinforce best practices and enhance ticketing system efficiency.

IT Asset Management - 10%

• Track, maintain, and update hardware and software inventory.
• Oversee the distribution, allocation, ordering, and disposal of assets in alignment with company policy.

Supply Management - 5%

• Manage procurement of IT and office supplies.
• Maintain supply inventory and ensure necessary materials are available.

Infrastructure Project Support - 5%

• Assist with technical projects, equipment maintenance, security administration, and job scheduling as needed.
• Work closely with the IT Infrastructure team to support organization-wide initiatives.

• Minimum 5 years of hands-on experience supporting an IT Service Desk.
• High school diploma or equivalent required.

• Proficiency in troubleshooting:

• Microsoft Windows 10/11
• Microsoft Office 2013, 2016, 2019, and 365
• Laptop and desktop hardware
• Strong experience supporting wireless networks, VPN connectivity, fax/printer devices, and IP phones (preferred).
• Experience with virtual desktop platforms, antivirus applications, and laptop encryption technologies (preferred).
• Working knowledge of Active Directory and SharePoint (preferred)., * Demonstrated ability to stay up-to-date with evolving technologies.
• Strong multi-tasking skills with the ability to prioritize effectively in a dynamic environment.
• Exceptional problem-solving skills with the ability to remain composed under pressure and resolve complex issues efficiently.
• Self-motivated with the ability to work independently and deliver high-quality results with minimal supervision.
• Strong customer service orientation and professional communication skills (required).
• Ability to collaborate effectively within a team and communicate clearly with colleagues, managers, and end users (required).

The salary range for this role is $29.28 - $39.61 per hour. We’ve shared the full range to stay transparent - but most new hires join us between the minimum and the midpoint, depending on skills and experience.

Final compensation is based on a mix of factors including qualifications, experience, and education, as well as internal equity and budget considerations.

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You’ll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee’s contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn an annual bonus based on company metrics and personal performance.
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.