Technical Support Analyst - 1709

Junior Technical Support Analyst - 1709

Job Summary: The Senior Technical Services Specialist provides essential computing services and support to corporate and field associates, representing the IT department's user perspective in all technical operations and project activities.

Responsibilities:

• Training and mentoring technical support staff, creating, and maintaining documentation, and serving as an escalation point for complex technical issues.
• Conduct regular reviews and audits to ensure the quality of technical support and compliance with company standards.
• Ensure the team's focus and adherence to the daily agenda.
• Provide second-level technical support and manage cases through Helix, with the authority to escalate issues for third-level support when necessary.
• Coaching Helpdesk team members to enhance their customer service and technical skills.
• Act as a subject matter expert and point of escalation for IT issues, with a focus on troubleshooting a range of devices and applications.
• Work with IT and business teams to enhance processes and applications, backed by active participation in testing, documentation, incident management, and project involvement.

Must Haves:

• Expertise in Microsoft Windows, Office, Apple OS (Operating System), browsers like MS Edge, Chrome, Firefox, and Compass Group applications.
• Skilled in networking, system support, Active Directory, Exchange, O365 administration, Intune, and mobile device management.