Sr Tech Support Specialist

Job Title: Sr. Techbical Support Specialist

Location: Brentwood, TN

Duration: 6+ months (Extension possible)

Summary:

• The Sr. Tech Support Specialist will provide second/third-tier support for all end-user hardware and applications within the organization.
• This person will provide high-level support and escalate issues, as needed.
• This resource will work with IT Infrastructure on special projects and perform system/network administration.
• This position will provide support to end users by handling service requests, act as an escalation point for tickets.

Skills needed:

• Experience providing remote support to business users over the phone, email, and chat as well as in-person support in the office suit.
• Supporting Windows and MAC desktop environments
• Advanced experience with Office suite, VPN, Chrome, Anti-virus, etc.
• Advanced knowledge of current office suit and Mac operating system
• System hardening (workstations)
• Experience with laptop/desktop imaging processes and tools, backups of user systems, DoD level drive wiping
• Group Policy experience, with the ability to troubleshoot issues.
• Experience Dell Kace 2000 (imaging) and SCCM a plus
• Experience with ITIL based ticketing systems (Servicenow, Salesforce, Remedy, etc)
• Experience with Atlassian Suite user administration
• Experience troubleshooting conference room systems (Teams/ Zoom)
• Systems Administration experience within a Windows environment:
• Experience with Dell Kace 1000 (service desk/patching) and Dell Kace 2000 (imaging)
• Experience with MS Intune mobile device management
• Familiarity with network troubleshooting in many environments, offices, home office and facilities:
• Experience with drive encryption technologies (i.e. BitLocker etc.)
• Telecom (Voice mail, VoIP, set programming)

Responsibilities:

• Windows/Mac desktop support
• Providing resolution for escalated service tickets
• Working with clients to evaluate and solve technical problems.
• Diagnosing and resolving technical hardware and software issues - Dell/HP laptops, iPhones, printers, Office suite, VPN, Chrome, Anti-virus, etc.
• Developing and maintaining all systems, applications, security, and network configuration
• Recommending upgrades, patches, and new applications and equipment
• Logging all help desk interactions, filling out detailed information in tickets and document resolutions
• Redirecting/escalating problems to appropriate resources
• Training/educating new users and new user workstation setup.
• Responding to requests for technical assistance in person, phone, and/or email in a courteous and professional manner
• Willingness to work in an environment providing 24x7x365 support.
• Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes.

Digital Intelligence Systems, LLC (DISYS) is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.