Senior Technical Assistance Specialist

**IT Support Professional Role**

This is an opportunity to work as a key member of our IT support team, providing high-quality technical assistance to users worldwide.

As a seasoned service desk agent, you will play a pivotal role in delivering exceptional IT support and contributing to the overall performance of our support environment.

The ideal candidate will have a strong understanding of technical knowledge and a passion for service delivery. They will be able to model excellence in execution, documentation, and customer care while working effectively in a fast-paced, 24x7 support environment.

**Core Responsibilities:**

• Provide technical assistance to users via phone, email, and chat with a calm, confident, and user-centered approach.
• Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications.
• Own and drive resolution for high-impact and escalated issues ensuring clear communication and timely follow-through.
• Document all activities in the IT Service Management platform with precision and completeness.
• Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
• Contribute to the creation, refinement, and review of knowledge base articles to improve team consistency and issue resolution quality.
• Utilize remote support tools to conduct advanced diagnostics and root cause analysis.
• Adapt communication style to meet the needs of users with varying levels of technical literacy.
• Support incident prioritization by assessing urgency, impact, and recurrence trends.
• Champion service standards driving consistency and accountability across the team.
• Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
• Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
• Provide support for conferencing and AV technologies including Microsoft Teams and Zoom.

**Requirements & Qualifications:**

• Minimum 3 years of experience in a technical support or service desk environment.
• Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
• Proficient with Microsoft 365 Outlook, Teams, Excel, SharePoint, and remote troubleshooting tools.
• Experience with Active Directory account administration, and access troubleshooting.
• Solid foundational networking knowledge DNS, DHCP, VPN, IP troubleshooting.
• Excellent documentation, organizational, and ticket-handling skills.
• Effective communicator with the ability to guide and de-escalate users in high-pressure situations.
• Demonstrated ability to take ownership of issues from intake through resolution.

**Preferred Skills:**

• Experience using ServiceDesk Plus ServiceNow, or other ITSM platforms.
• Familiarity with scripting log analysis, or endpoint management tools.
• Knowledge of AV and conferencing platforms Teams, Zoom, Webex.
• Prior exposure to CaseWare CCH Axcess, or other industry-specific applications.
• ITIL Foundation certification or equivalent.
• Multilingual skills to support a diverse user base.

**Work Environment & Shift Expectations:**

• Availability for rotational shifts covering 24x7 operations including nights, weekends, and holidays.
• Comfortable working in a fast-paced, high-volume support environment.
• Expected to take initiative in knowledge sharing and continuous improvement activities.
• Commitment to ongoing professional development and system/process training.