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 Job Detail


Sr. Tech Support Specialist  

Manage and supervise
Coordinate and oversee day-to-day activities of up to 3 Support Specialists
Develop and establish processes used in conducting helpdesk and/or field operations
Establish, monitor, and analyze metrics used to measure support effectiveness and efficiency; recommend adjustments based on analysis
Establish and coordinate deployment of tools used in conjunction with helpdesk activities
Coordinate communications within IS&T and to customers
Develop documentation related to best practices for desktop technology
Work with customers to determine desktop and server related needs
Escalate customer needs which can't be met by helpdesk staff
Plan server and desktop solutions
Work with other business units to translate requirements into technical specifications
Establish and coordinate deployment/migration plans
Develop test plans and document solutions
Implement and administer server and desktop solutions
Perform server administration functions
Install, deploy, configure and administer desktop and server technologies
Evaluate system issues, analyze problems and implement corrections
Act as escalation point for helpdesk staff
Gather the information needed to fully understand the issue
Consider all aspects of computing environment
Validate assumptions
Develop recommendations
Implement corrective action and coordinate tasks of other as required
Follow-up with customers after a solution has been implemented
Investigate options for new or improved technology to address customer business needs
Uses experience with the environments and knowledge of customer business to investigate technology options
Perform other duties as assigned

Required Qualifications
High school diploma or equivalent, plus
4 years of experience as a support specialist, systems administrator or computer technician, with experience with operating system software, network protocols, and/or desktop and server technologies
Requires knowledge of Microsoft OS, PC hardware, MAC OS, Apple hardware, MS Office tools and other desktop software
Must possess strong technical background and aptitude to allow understanding, coordination, execution and documentation of technology solutions
Must be able to adjust to changes in priorities and demands on time, have the ability to work with minimal supervision with a high degree of accuracy.
Have the ability to learn quickly and adapt to new circumstances with good organizational skills.
Excellent language and people skills
Must be flexible and willing to work extended hours as necessary and recognize the need to do so, must have the ability to adjust scheduled time

Preferred Qualifications
Undergraduate degree or professional certification
Experience in a higher education technology environment
Experience delivering training on use of technology
Ability to program scripts for operating system upgrades (ex: Powershell)
Uses experience with the environments and knowledge of customer business to manage helpdesk and field support operations. Works independently to evaluate issues, contacting customers or other technology resources as needed. Corrects issues, recommends corrections, and/or manages escalation's to other technology teams.
LocationMissouri, St. Louis
CountryUnited States of America
CompanyISSG, Inc. - Information Systems Services Group
ContactISSG, Inc. - Information Systems Services Group
Posted Date05/26/2011 00:01:54
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