The Senior IT Support Specialist is a full-time, in person, employee responsible for responding to and assisting with tickets submitted through the help desk. A customer service minded employee will be challenged and is required to effectively communicate with the client in resolving their issue while maintaining a professional demeanor. While maintaining tickets, the effective employee will also be challenged with working in a bring your own device environment for our users. The role requires a high level of technical knowledge on hardware and software applications, understanding of multiple network environments, overseeing multiple locations, and operating systems. As a Senior IT Support Specialist, you will be expected to serve primarily as an escalation point for issues that cannot be solved by Tier 1/Tier 2 support. You will also be expected to independently troubleshoot complex technical issues and provide guidance to other IT support specialists. Additionally, you will be tasked with identifying recurring issues to provide opportunities for improvement within IT operations Work is performed under the supervision of the IT Director.

Essential Job Functions:

Perform advanced systems installation, operation, integration, and troubleshooting in order to maintain optimum Information Technology (IT) system operations. Upgrades and installs for IT systems and services ensuring coordination with other team members. Integrate enterprise, regional, and local IT systems ensuring current network operations are sustained or oversee their recovery. Create and maintain thorough documentation for troubleshooting instructions in the Knowledge base. Provide technical guidance to IT support specialists and serve as a resource for more complex technical issues. Coordinate with third-party vendors to resolve technical issues with core infrastructure or related business applications. Administrate a Microsoft 365/Entra environment containing 150+ devices, including security policies and license provisioning. Here is what you will need:

Requirements:

Associate's or Bachelor's degree in Computer Science. Significant relevant experience will be considered in lieu of formal education. Driver's License - will be traveling in company vehicle to outside area offices. Ability to lift and carry up to 50 pounds as required to perform job duties.

Preferred:

CompTIA A+ , Network +, Security +, Microsoft Technology Associate (MTA)

Job Type:

Full-time Benefits:

401(k) Health insurance Life insurance Paid time off Ability to

Commute:

Wilmington, NC 28403 (Required)

Work Location:

In person