31,831 Senior Support Specialist jobs in the United States

• Serves as the primary escalation point for incoming queries and technical issues.
• Manages and/or assigns projects and tasks to other team members as appropriate
• Advises, collaborates and assists business units with system enhancements and modifications
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools.
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
• Assists users with information security and privacy questions; provides directions for the correct action.
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.

• Minimum of 2-3 years of IT technical support
• Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems, etc.
• Technical expertise should include Windows 10,MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure.
• Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Experience installing, configuring, and supporting network printers and audio/visual equipment
• Effective use of ticketing systems to track and document incidents (ServiceNow and Sales Force is strongly preferred)
• Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills
• Strong team leadership, time management, and coaching and mentoring skills
• Excellent customer service and communication skills are a must.
• Desktop Technician will provide day-to-day local remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
• Providing fault analysis to customers cooperating systems and platforms, providing support, and applying desktop fault resolution for the approved application suite.

At Heritage Grocers Group, how we work is defined by shared values that include absolute integrity, respect, and collaboration. However, it's more than that; it's smart and highly driven people united in purpose to serve one another.

Bring your energy and unique perspective and you'll have the opportunity to grow with us professionally, personally, and financially. You'll be part of a team that genuinely cares about helping you succeed, and you'll work alongside talented colleagues, while making a difference in our communities.

POSITION SUMMARY:

The 24/7 Integrated Operations Center Helpdesk Support role is critical in ensuring the seamless operation and support of our network infrastructure, Application support, Asset protection and Maintenance support addressing technical issues, CCTV Monitoring, Application Process Monitoring, and providing timely assistance to maintain an uninterrupted flow of services. The role involves continuous monitoring, troubleshooting, Immediate response to our retail stores across the country and resolving technical incidents in a dynamic and high-paced environment.

Note: This role operates in shifts to ensure round-the-clock support for network operations, some shifts will be overnight.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The essential duties and responsibilities of this position include, but are not limited to, the following:

Continuous Monitoring and Incident Response:

• Monitor network systems and infrastructure to detect and address technical issues promptly.
• Respond to network alerts, incidents, and service disruptions in a timely manner.
• Conduct initial analysis, troubleshooting, and resolution of network-related issues.
• Opening tickets to maintain a comprehensive record of incidents until resolution or escalation to our second-level support, and, if necessary, to our vendor
• Monitoring the CCTV network to ensure the security of sites during off-hours.
• Reporting burglar alarms and coordinating emergency responses with the Police and fire departments in accordance with municipality protocols when incidents occur.
• Monitoring and reporting of power interruption to company response team and power company.

Helpdesk Support:

• Provide frontline support and assistance to end-users, addressing connectivity issues, VPN access, Network access, Application issues.
• Field incoming support requests through various communication channels (phone, email, ticketing systems) and provide solutions or escalate as necessary to our vendors and higher-level internal teams.
• Prevision client hardware for new users, new stores, or new equipment deployment.
• Develop procedures and or Knowledge base articles to expand knowledge database.
• Track incident on ticketing applications (service-now) and provide detailed descriptions for future analysis.

Technical Troubleshooting and Issue Resolution:

• Perform initial diagnosis and troubleshooting of related problems.
• Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
• Proactively identify potential issues and implement preventive measures and provide detailed reports of such.

Communications and Reporting:

• Effectively communicate with internal and external stakeholders about ongoing incidents, updates, and resolutions.
• Generate incident reports and summaries for management and other teams.
• Sending out announcements of incidents that impact regular store operation related to circuit, power, applications, or others.

Adherence to Protocols and Procedures:

• Adhere to standard operating procedures and protocols for incident management and resolution.
• Contribute to the development and improvement of existing procedures.
• Adhere to all security and governance procedures.

Continuous Improvement and Learning:

• Stay updated with industry trends, technologies, and best practices related to network operations and support.
• Participate in training sessions and skill development programs.

SKILLS AND QUALIFICATIONS:

• High school diploma or GED
• A+ Certification a plus
• Proven experience in a helpdesk or network support role, preferably in a 24/7 operational environment.
• Proficiency in network troubleshooting tools and protocols.
• Proficient in Microsoft Office applications: Excel, Power Point, and Word.
• Familiarity with remote network monitoring systems and ticketing tools.
• Strong communication skills and the ability to convey technical information in a clear, understandable manner.
• Capability to work under pressure, multitask, and prioritize effectively.
• Knowledge of incident management and resolution procedures.
• Organization skills to manage multiple initiatives.
• Relevant certifications are advantageous.
• Understanding of network and computer principles.
• Bilingual (English/Spanish) highly desired; speak, read, and write fluently.

PHYSICAL DEMANDS AND WORK CONDITIONS:

The physical demands and work conditions below represent those that must be met to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:

• While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle objects, tools or controls.
• Successful performance requires vision abilities that include close vision and the ability to adjust focus.
• The work environment is that typical of an office.

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.

At Heritage Grocers Group, how we work is defined by shared values that include absolute integrity, respect, and collaboration. However, it's more than that; it's smart and highly driven people united in purpose to serve one another.

Bring your energy and unique perspective and you'll have the opportunity to grow with us professionally, personally, and financially. You'll be part of a team that genuinely cares about helping you succeed, and you'll work alongside talented colleagues, while making a difference in our communities.

POSITION SUMMARY:

The 24/7 Integrated Operations Center Helpdesk Support role is critical in ensuring the seamless operation and support of our network infrastructure, Application support, Asset protection and Maintenance support addressing technical issues, CCTV Monitoring, Application Process Monitoring, and providing timely assistance to maintain an uninterrupted flow of services. The role involves continuous monitoring, troubleshooting, Immediate response to our retail stores across the country and resolving technical incidents in a dynamic and high-paced environment.

Note: This role operates in shifts to ensure round-the-clock support for network operations, some shifts will be overnight.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The essential duties and responsibilities of this position include, but are not limited to, the following:

Continuous Monitoring and Incident Response:

• Monitor network systems and infrastructure to detect and address technical issues promptly.
• Respond to network alerts, incidents, and service disruptions in a timely manner.
• Conduct initial analysis, troubleshooting, and resolution of network-related issues.
• Opening tickets to maintain a comprehensive record of incidents until resolution or escalation to our second-level support, and, if necessary, to our vendor
• Monitoring the CCTV network to ensure the security of sites during off-hours.
• Reporting burglar alarms and coordinating emergency responses with the Police and fire departments in accordance with municipality protocols when incidents occur.
• Monitoring and reporting of power interruption to company response team and power company.

Helpdesk Support:

• Provide frontline support and assistance to end-users, addressing connectivity issues, VPN access, Network access, Application issues.
• Field incoming support requests through various communication channels (phone, email, ticketing systems) and provide solutions or escalate as necessary to our vendors and higher-level internal teams.
• Prevision client hardware for new users, new stores, or new equipment deployment.
• Develop procedures and or Knowledge base articles to expand knowledge database.
• Track incident on ticketing applications (service-now) and provide detailed descriptions for future analysis.

Technical Troubleshooting and Issue Resolution:

• Perform initial diagnosis and troubleshooting of related problems.
• Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
• Proactively identify potential issues and implement preventive measures and provide detailed reports of such.

Communications and Reporting:

• Effectively communicate with internal and external stakeholders about ongoing incidents, updates, and resolutions.
• Generate incident reports and summaries for management and other teams.
• Sending out announcements of incidents that impact regular store operation related to circuit, power, applications, or others.

Adherence to Protocols and Procedures:

• Adhere to standard operating procedures and protocols for incident management and resolution.
• Contribute to the development and improvement of existing procedures.
• Adhere to all security and governance procedures.

Continuous Improvement and Learning:

• Stay updated with industry trends, technologies, and best practices related to network operations and support.
• Participate in training sessions and skill development programs.

SKILLS AND QUALIFICATIONS:

• High school diploma or GED
• A+ Certification a plus
• Proven experience in a helpdesk or network support role, preferably in a 24/7 operational environment.
• Proficiency in network troubleshooting tools and protocols.
• Proficient in Microsoft Office applications: Excel, Power Point, and Word.
• Familiarity with remote network monitoring systems and ticketing tools.
• Strong communication skills and the ability to convey technical information in a clear, understandable manner.
• Capability to work under pressure, multitask, and prioritize effectively.
• Knowledge of incident management and resolution procedures.
• Organization skills to manage multiple initiatives.
• Relevant certifications are advantageous.
• Understanding of network and computer principles.
• Bilingual (English/Spanish) highly desired; speak, read, and write fluently.

PHYSICAL DEMANDS AND WORK CONDITIONS:

The physical demands and work conditions below represent those that must be met to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:

• While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle objects, tools or controls.
• Successful performance requires vision abilities that include close vision and the ability to adjust focus.
• The work environment is that typical of an office.

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

• Direct Relative Experience Required
  • Junior Level: 1-2 Years
  • Intermediate: 3-5 Years
  • Senior Level: 5+ Years
• High School Diploma, or related discipline
• Certifications (Must possess one of the following):
  • CompTIA A+ CE
  • CompTIA Network + CE
  • Systems Security Certified Practitioner (SSCP)
  • CCNA-Security
• Clearance: At minimum Secret level clearance required to start on contract

• Serves as the primary escalation point forincoming queries and technical issues.
• Manages and/or assigns projects and tasks toother team members as appropriate
• dvises, collaborates and assists businessunits with system enhancements and modifications
• Provides technical assistance and support forincoming queries and technical issues related to systems, networking, phonesystems, audio/visual equipment, computer software (e.g., Windows 10, MicrosoftOffice, various browsers), hardware, etc.
• Effectively provides user support over thephone, in person, and via remote tools.
• Responds to user requests promptly,demonstrating courtesy and respect for customers to ensure complete problemresolution and satisfaction through appropriate follow-up.
• ssists users with information security andprivacy questions; provides directions for the correct action.
• Supports telecommunication devices andservices; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment asrequired; updates inventory asset management systems with assigned equipment; ensuresequipment is clean, up-to- date, and operational.
• Provides installation and assistance forlaptops, desktops, printers, scanners, cell phones, air cards, landlines, networks,and other assigned peripherals.
• Troubleshoots end-user problems; troubleshootsdesktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware andsoftware (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and managetime to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.

• Minimum of 2-3 years of IT technical support
• Strong knowledge and experience installing,configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems,etc.
• Technical expertise should include Windows 10,MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterpriseanti-virus solutions, Helpdesk ticketing systems, and Azure.
• Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
• Knowledge and proficiency in Mobile devicemanagement, including IOS and Android devices operating systems Enterpriseencryption solutions, Windows PC/laptop management via Active Directory, andrelated software.
• Willing to work off-hours and weekends whenrequired for projects or emergency support.
• Experience installing, configuring, andsupporting network printers and audio/visual equipment
• Effective use of ticketing systems to trackand document incidents (ServiceNow and Sales Force
• isstrongly preferred)
• Highly detailed and process-oriented withadvanced troubleshooting, incident resolution, and documentation skills
• Strong team leadership, time management, andcoaching and mentoring skills
• Excellent customer service and communicationskills are a must.
• Desktop Technician will provide day-to-daylocal remote desktop support, receive inbound calls, answer questions,troubleshoot, and document steps performed to resolve challenges with hardware,software, and application issues in a ticketing system.
• Providing fault analysis to customers' coreoperating systems and platforms, providing support, and applying desktop faultresolution for the approved application suite.

Job Summary:

Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.

Key Responsibilities:
• Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.
• User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.
• Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
• Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
• Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
• Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.
• Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
• Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.

Qualifications
• Proven experience in a Service Desk or IT support role.
• Required 2 years of technical support experience.
• Proficiency in using ServiceNow for incident and request management.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and technical troubleshooting skills.
• Ability to work effectively in a high-demand environment with challenging users.
• Commitment to maintaining a high level of customer satisfaction.

Preferred Qualifications
• Previous experience in a similar Service Desk or support and problem resolution role.
• Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role.
• Familiarity with remote support tools and techniques
About Us:
InterSources Inc , a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.

We are a small and rapidly growing IT Managed Service Provider located in the Loop. We provide outsourced IT services to clients in the Chicago area, including industries such as Healthcare, Legal, Financial, Manufacturing, Federal Government, and many more. We are very fast paced and this position requires quick thinking and a "can do" attitude. We are looking for an eager, hungry, and motivated individual for full time salaried employment who is willing to work hard and be a team player.

In this help desk support specialist opportunity, the ideal candidate will be responsible for providing Windows based technical support to end-users on a variety of issues under the guidance of senior engineers. Most technical support will be either from our office or on-site at client locations in the Chicago area. This support will involve responding to telephone calls and e-mails and then identifying, researching, and resolving technical problems with Microsoft Windows related software and PC Hardware.

This role will provide help desk coverage for 40 hours a week, with occasional after hours or weekend scheduled work and upgrades.

The duties of the Help Desk Support Specialist position include, but are not limited to the following:
-Provide local and telephone technical support to over 1000 end users
-Utilize the Connectwise ticketing system
-Deploy computers and peripherals (computers, monitors, printers, etc.)
-Install software packages on PC's and Laptops
-Upgrade hardware on PC's & Laptops
-Troubleshoot software applications
-Create and maintain detailed documentation in our software (instruction guides, policies, procedures)
-Manage document library and inventory of assets
-Support senior engineers

Qualifications:
-Preferred Bachelors or Associates degree/or equivalent experience

Physical Requirements:
-Ability to lift and carry up to 75 lbs

Required Skills:
-1 year Experience with Microsoft Windows 7/8/10
-1 year Experience with Microsoft Office 2010/2013 (Specifically MS Outlook, Word & Excel)
-1 year Experience with setting up, configuring & troubleshooting PC & Laptop Hardware
-Knowledge of basic Microsoft Windows Server 2008/2012
-Knowledge of basic TCP/IP Networking
-Knowledge of Office365
-Knowledge of ticketing systems (Connectwise a huge plus)
-Troubleshooting experience with Printers/Scanners
-Understanding of Internet applications IE, Firefox, HTML and Internet protocols
-Reliable, enthusiastic individual with great phone etiquette
-Professional appearance and behavior, including punctuality
-Excellent written and oral communication skills
-Hungry desire to succeed and vastly improve IT skills
-Ability to work unsupervised and make good use of free time when no help desk is needed

Preferred Skills:
-Apple Mac OSX experience a plus
-4-year degree in IT/CS a plus

Compensation:
You will learn an immense number of things at our company. You will be trained on the latest and greatest technologies and be exposed to many new challenges.

Your skills will be tested. Background will be checked. Drug testing may be requested.

Please send your resume and contact information, and one recent IT project you completed. Failure to follow directions will result in the deletion of your email.

This will be a W2 salary position.
Passionate and forward thinking group of IT professionals
EOE
Ideal candidate will live close to the downtown Chicago
Please, no recruiters.

**posting will be deleted only once the position has been filed. if posting still up, job still available**

A leading auto insurance company based in Smyrna, GA is seeking a Help-Desk Support Specialist for a full-time, hybrid opportunity. This role is perfect for someone looking to join a fast-paced IT team and be able to work with highly skilled team members. Candidates will be on-site 4 days/week.

This is a great opportunity for someone who enjoys solving problems and wants to grow their IT career. In this role, you will be the first point of contact for troubleshooting, handling tickets, and maintaining user accounts. The ideal candidate will have experience with Active Directory, Office 365, and Jira. You will play a key part in helping the teams stay productive and connected to customers with reliable IT support.

Required Skills & Experience
• 4+ years of experience in a help-desk technician or similar role
• Direct experience with Active Directory
• Experience with Jira or a similar ticketing system
• 4+ years with Office 365
What You Will Be Doing
Daily Responsibilities
• Hands-On troubleshooting
• Manage user accounts, permissions, and security groups within Active Directory
• Track and resolve support requests through Jira
The Offer
Salary: $70,000
You will receive the following benefits:
• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)

Applicants must be currently authorized to work in the US on a full-time basis now and in the future. No sponsorship is available.

Posted by: Nia Kherani

Specialization :

• Technical Support

1. Responds to end-user requests for technical assistance by phone, email, or ticketing system.
2. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
3. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
4. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
5. Escalates problems to appropriate levels or teams to achieve issue resolution.
6. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
7. A desire to work with all IT function areas including desktops, networks, and servers.

1. Microsoft 365 Administration
2. Microsoft Active Directory / Entra ID
3. Atlassian Suite
4. Salesforce

1. At least 2-5 years' applicable experience.
2. A customer focused mindset and an innate ability to respond to customer expectations and requirements is essential.

1. Must be able to sit/stand for long periods of time.
2. Required use of standard office equipment including laptop, phone, copier, etc.
3. Typical office environment.
4. Must be able to walk through the factory environment safely.