Senior Support Specialist

Overview:

We are seeking a versatile and motivated IT Support Specialist to join our growing IT team. This position is ideal for candidates with strong, hands-on experience in general IT support who are ready to take on responsibilities beyond standard help desk functions. In this position, you will provide cross-functional support across various areas including Network, Security, Voice, and Cloud/Citrix playing a key role in maintaining smooth and efficient IT operations across the organization.

Responsibilities:

- Provide hands-on support for end-user issues escalated from the Help Desk

- Assist with basic troubleshooting and support across networking, security, voice, and cloud platforms

- Serve as backup support for Tier 2 teams during high workload or employee absences

- Participate in onboarding/offboarding processes, including workstation setup and account provisioning

- Support common enterprise tools (e.g., Office 365, Teams, remote desktop, printing)

- Maintain and update IT documentation and knowledge base articles

- Collaborate with the Help Desk Manager to mentor and support junior technicians

- Participate in IT projects, branch office setups, system rollouts, and upgrades

- Escalate complex issues appropriately and follow through to resolution

Qualifications:

Education and Experience:

- 4–6 years of IT support experience in a business environment

- Proficient with Windows desktop OS, Office 365, Active Directory, and basic networking

- Experience supporting or shadowing Tier 2/3 technical roles

- Must have a valid Driver’s License

Knowledge/Skills/Competencies:

- Must be able to commit 40 hours a week with the rare possibility of after-hours support.

- A professional attitude, excellent customer service and neat appearance are essential.

- Good written and verbal communication skills

- Able to work independently and with others

- Able to master and support a large and diverse base of hardware and software technologies

- Analytical and problem solving abilities

- Ability to effectively prioritize and execute tasks in a high pressure environment

- Ability to lift and transport moderately heavy objects, such as computers and peripherals