Job Description
Job Summary
The Senior IT Support Specialist provides advanced technical support and serves as a key subject-matter expert within the IT function. This role is responsible for resolving complex hardware, software, network, and server-related issues; maintaining and supporting on‑premises and/or cloud-based server environments; and ensuring a high level of service delivery to end users. The Senior IT Support Specialist also acts as an escalation point for the Help Desk, contributes to IT projects, and helps establish best practices, documentation, and standards.
Duties And Responsibilities
• Provides advanced technical support for end users, serving as an escalation point for complex or unresolved issues.
• Administers, monitors, and maintains server environments (on‑premises and/or cloud), including routine updates, patching, backups, and performance monitoring.
• Demonstrates advanced proficiency with the Microsoft 365 suite (Outlook, Teams, Word, Excel, PowerPoint, SharePoint, OneDrive).
• Manages identity, access, and device configurations using Microsoft Entra ID (Azure AD) and Microsoft Intune.
• Supports and troubleshoots Windows operating systems, core network services, and endpoint security solutions.
• Performs advanced hardware and software diagnostics, system upgrades, and lifecycle management of IT assets.
• Assists with implementation and support of IT infrastructure projects, system enhancements, and technology rollouts.
• Develops and maintains IT documentation, procedures, and knowledge base articles to promote efficiency and consistency.
• Collaborates with internal stakeholders and external vendors to resolve issues and improve IT services.
• Ensures systems and data are handled in accordance with organizational security policies and best practices.
• Attends all meetings and training sessions as required to remain current on technologies and processes.
• Performs other related duties as assigned.
Required Skills And Abilities
• Strong customer service mindset with the ability to support users of varying technical skill levels. Advanced troubleshooting and analytical skills with a methodical approach to problem resolution.
• Clear and professional communication skills, including the ability to explain complex technical concepts in plain language.
• Demonstrated ability to work independently, prioritize tasks, and manage multiple issues concurrently.
• High attention to detail and commitment to documentation and process improvement.
• Ability to remain calm, professional, and solutions-focused in high-pressure or time-sensitive situations.
Education And Experience
• Three (3) to five (5) years of progressive IT support experience, including advanced desktop, network, and server support.
• Demonstrated experience supporting and maintaining Windows-based server environments and Microsoft cloud services.
• Proven experience documenting systems, solutions, and procedures.
• Track record of reliability, professionalism, and effective user support in a fast-paced environment.
Physical Requirements
• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift and move IT equipment weighing up to 30 pounds at times.
