The role of a Technical Services Senior Support Specialist is pivotal within the IT department. This seasoned IT professional assumes a multifaceted role that blends technical prowess with exceptional problem-solving capabilities and a strong dedication to customer service. Their primary responsibility is to provide advanced technical support to end-users and address complex technical issues. In doing so, they become subject matter experts in various IT systems, staying updated with industry trends and technologies.
The Technical Services Senior Support Specialist encompasses efficient problem diagnosis and resolution, often collaborating with other IT team members, creating and updating documentation, and ensuring a positive customer experience through clear and understandable communication. Qualifications for this role include a deep technical knowledge of IT systems, strong problem-solving skills, and excellent communication abilities, along with relevant certifications or degrees in IT-related fields.
Responsibilities
Performance Outcomes
Advanced Technical Support:
Serve as a point of escalation for complex technical issues and provide timely resolution.
Troubleshoot and resolve hardware, software, and network problems for end-users.
Offer expert guidance and recommendations for IT problem resolution.
End-User Assistance:
Deliver exceptional customer service by assisting end-users with their technical inquiries and issues.
Provide training and guidance to end-users on using IT systems and tools effectively.
Ensure a positive end-user experience by addressing concerns promptly and professionally.
Documentation and Knowledge Sharing:
Maintain and update a knowledge base of technical solutions, best practices, and troubleshooting guides.
Share knowledge and expertise with team members to enhance the overall support capabilities.
IT Systems Maintenance:
Assist in the deployment, configuration, and maintenance of IT systems and software.
Collaborate with IT teams to ensure the reliability and performance of IT infrastructure.
Contribute to system updates, patches, and upgrades as needed.
Continuous Improvement:
Identify opportunities to enhance IT support processes and procedures.
Participate in the development and implementation of IT service improvements.
Stay current with industry trends and emerging technologies to recommend innovative solutions.
Reporting and Analytics:
Generate and analyze support-related reports to identify trends and areas for improvement.
Provide data-driven insights to help optimize IT support operations.
Education, Knowledge, and Experience
Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience), preferred.
Minimum of 7+ years of experience in IT support, with a focus on advanced technical troubleshooting, preferred.
Proficiency in operating systems (e.g., Windows, macOS, Linux) and common office applications.
Strong knowledge of hardware and software troubleshooting techniques.
Excellent problem-solving and communication skills.
IT certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are preferred.
Experience with ITIL or other IT service management frameworks is advantageous.
Additional Information
Physical Requirements/ Work Environment
Employee must be able to sit or stand for long periods of time, with the physical ability to work at the computer or other sedentary tasks for long periods of time. Employee can conduct duties discreetly and impartially. If working remotely, employee can work in a space that allows them to effectively complete their job tasks, including having reliable internet connectivity and the ability to participate effectively while on phone and video calls. Ability to work onsite at least some of the time may be required. Employee has regular and predictable attendance and punctuality. Ability to lift up to 50 pounds.
Location:
Ada
Department
9312 Information Technology
Time Type
Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Legal Services
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