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Senior Support Specialist (Tier 2) in New York, NY at Risk Strategies

Date Posted: 12/4/2018

Job Snapshot

Job Description

Primary Responsibilities and Duties:

The duties of the Senior Support Specialist, include but are not limited to:

  • Field all escalated service desk calls and emails (troubleshooting desktop issues, server issues, etc.)
  • Utilize discretionary troubleshooting methods to identify SLA from high priority to low priority within a short time frame
  • Provide remote desktop and server-related technical support with an emphasis on immediate call resolution and quality while simultaneously providing high quality customer service
  • Provide incident resolution via face to face interactions, phone calls, remote tools, and email
  • Escalate high-level technical issues to appropriate team/individual when necessary
  • Perform backup restorations
  • Setup and prepare computer systems including configuring hardware and installing operating systems, applications, and software
  • Configure and maintain printers
  • Work closely with other departments for collaborating IT projects
  • Setup and maintain user accounts and groups in Active Directory and Exchange
  • Provide email spam management
  • Recommends upgrades, patches, and new applications and equipment to increase productivity and security
  • Perform software purchases
  • Assist Net Admins in creating documentation for end-users, project planning, and resolving issues
  • Perform other IT related functions and duties as needed and assigned


Job Requirements

Requirements and Qualifications:

  • Associate’s degree (Bachelor’s degree preferred) and/or minimum of 5 years of providing technical support, both in person and remotely


  • High-level understanding of Windows Server environments (SBS, 2003, 2008 R2, 2012, & 2016)
  • Working knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
  • Experience working in Exchange 2010, 2013, & 2016 email systems
  • Experience with MDM solutions
  • Knowledge of SCCM and how-to utilize its features/reports
  • Experience setting up and maintaining user accounts and groups in Active Directory
  • Experience using Bitlocker
  • Knowledge of Exclaimer
  • Experience creating and maintaining images to be utilized within SCCM and VDI
  • Knowledge and hands-on experience providing remote support to users using Windows 7, Windows 8, Windows 10 and other mainstream Microsoft applications
  • Experience with deploying and managing VDI (preferred)

Soft Skills:

  • Must be able to communicate technical jargon to non-technical people
  • Leading clients through resolution phase (knowing the appropriate actions needed to resolve their issue)
  • Aggressive problem solver while simultaneously displaying excellent customer service
  • Above average written and verbal skills
  • Excellent time management and prioritization skills
  • Ability to gather data, compile information, and prepare reports
  • Exceptional organization, customer service, project, and time-management skills