Senior IT Specialist

Role Purpose

Provide on-site IT support services to internal teams and business operations by troubleshooting hardware and software issues, resolving supporting tickets, and assisting with IT projects for various sites across Connecticut.  This role ensures the smooth daily operation of computer systems, networks, and peripherals while delivering a high level of customer service and professionalism.

Leadership

This role does not manage others.

Core Accountabilities

• Provide Level 1 support on-site for computer systems, laptops, desktops, tablets, and peripherals.
• Resolve and document Level 2 on-site support tickets accurately and in a timely manner.
• Troubleshoot technical issues effectively and escalate when appropriate.
• Deliver end-user assistance and basic training as needed.
• Install and configure operating systems, software applications, and required updates.
• Assemble and deploy hardware, peripherals, and accessories.
• Support wireless technologies, LAN environments, and network connectivity issues.
• Maintain and support Active Directory functions and user account management.
• Ensure accurate documentation of support requests and resolutions.
• Assist with ongoing IT projects and infrastructure improvements.
• Provide professional, customer-focused service while managing multiple priorities in a fast-paced environment.

Competencies and Qualifications

• Associate’s degree in Information Technology or related field preferred, or equivalent work experience.
• Experience in an IT environment supporting desktops, laptops, printers, and peripherals.
• Previous experience in a service desk/help desk setting preferred.
• Proficiency with desktop, tablet, and server operating systems, including Microsoft applications.
• Strong knowledge of Active Directory and technical support best practices.
• Strong knowledge of Microsoft 365 platforms.
• Working knowledge of wireless technologies and LAN environments such as Ubiquiti, Fortinet, Meraki, and Aruba.
• Knowledge of mobile device management systems.
• Experience with Windows Image Creation software and remote access solutions preferred.
• Strong understanding of laptop and desktop hardware components.
• Exceptional communication and customer service skills.
• Ability to effectively manage multiple tasks and priorities.
• Ability to work under pressure and maintain professionalism.
• Strong listening skills and problem-solving abilities.
• Ability to work effectively with various levels of the organization.