Senior IT Support Specialist

Summary

Join Level Access, a leading SaaS accessibility company, as a Senior IT Support Specialist. You will lead and mentor the IT support team, ensuring efficient resolution of technical issues and implementation of IT systems. This role demands technical expertise and leadership to guide team development while providing exceptional IT support. Responsibilities include incident management, system administration, process improvement, and vendor coordination. A Bachelor's degree or equivalent experience in IT is required, along with at least 5 years of experience. The position offers a competitive benefits package, including medical insurance and unlimited vacation time.

Requirements

• A Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field is required
• At least 5 years of experience in IT support
• Proficiency in Windows and Mac operating systems, Intune and JAMF, networking (as a plus), server administration, and common IT support tools
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues
• Excellent verbal and written communication skills, effectively conveying technical information to non-technical users and executives
• A commitment to providing exceptional customer service and support
• Experience running IT projects
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities effectively
• High level of accuracy and attention to detail in all tasks and documentation

Responsibilities

• Lead, mentor, and develop the team, fostering a collaborative and high-performance environment
• Provide technical support for hardware, software, and other IT issues, ensuring timely and effective resolution
• Lead and prioritize support tickets, ensuring all incidents are logged, tracked, and resolved within SLA timelines
• Oversee the installation, configuration, and maintenance of IT systems and applications
• Continuously evaluate and improve IT support processes, implementing best practices and innovative solutions
• Maintain comprehensive documentation of IT systems, processes, and procedures
• Deliver training and resources to both IT staff and end-users, promoting IT literacy
• Coordinate with external vendors and service providers to ensure quality and timely delivery of IT services and products

Preferred Qualifications

Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus

Benefits

Competitive benefits package, including medical insurance, unlimited vacations/FTO