Senior IT Specialist

Summary

The Sr. Specialist, IS Regional Office serves as the senior technical resource for regional support operations. This role is responsible for day-to-day IS support to the regional office, delivering hands-on technical solutions, driving issue resolution, and ensuring operational consistency, while partnering with the Regional IS Manager and escalation teams to support day-to-day activities.

Responsibilities

• Provide 1st & 2nd level customer support for all IS issues, using the Incident Management System (IMS) to record, assign & resolve issues
• Record all changes to all hardware assets in the Asset Management System (AMS)
• Configure, provide Quality Assurance testing and deploy computers, mobile devices, printers and other hardware
• Support remote access, Virtual Machines and other solutions as they become available
• Provide and assist with training, onboarding, and offboarding for staff; partnering with the NY Training team to identify and standardize training requirements
• Learn & support new technology in order to provide support
• Participate in IS meetings & calls, as required and read minutes to keep abreast of current issues in the IS department
• Provide on-call and after hours assistance for local office, when required
• Use the knowledgebase and standard troubleshooting practices and identify where procedures are required or need to be updated
• Collaborate with colleagues in CA and IS escalation teams on complex technical issues across desktop, mobile, and conference technologies
• Provide advanced troubleshooting and hands-on resolution of issues related to: Windows 11 and macOS environments, Microsoft Office Suite and Outlook, Laptop configuration and deployment, Smartphones and mobile device management, Virtual Machines, Document management systems, File share document access
• Configure, support, and troubleshoot Zoom and other conference room technologies ensuring reliable operation of AV and meeting room systems
• Identify issues and recommend improvements to tools, workflows, and support processes to Regional IS manager
• Ensure consistent follow-up and clear communication with users
• Build and maintain strong relationships with end users and IS escalation teams
• Any additional responsibilities as required by management

Requirements

• 5+ years of IT support experience with strong hands-on technical expertise
• Advanced knowledge of: Windows 11, Microsoft Office Suite, and Outlook; macOS and virtual desktop environments; Laptop provisioning and new hire setups; Mobile device management (Intune) and smartphone configuration; Conference room technologies (Zoom, AV systems); Document management systems
• Experienced with ticketing systems
• Highly organized and comfortable communicating with all levels of staff
• Proven ability to troubleshoot complex technical issues independently
• Strong communication and problem-solving skills
• Experience in a professional services environment preferred
• Bachelor’s degree preferred or equivalent experience

Compensation

$95,000.00 – $115,000.00 annually plus overtime