Sr. IT Support Specialist - Indianapolis, United States - Vaco Los Angeles

    Vaco Los Angeles
    Vaco Los Angeles Indianapolis, United States

    1 week ago

    Default job background
    Description

    Sr. IT Support Specialist (Contract) in Indianapolis, IN at Vaco **Location:**

    **Experience:**

    Not Specified **Job Description**

    **Sr. IT Support Specialist**

    **Primary Responsibilities**

    Provide Tier III help desk and project-level Service Desk functions to include evaluating, processing/resolving, reporting, and tracking of trouble tickets

    Monitor trouble ticket queues, entering and managing software problem incidents

    Review trouble tickets to ensure documented information is complete, accurate, and sufficient to facilitate reproduction and analysis of the issue

    Work tickets and coordinate with other support center staff and/or ticket originator to confirm or obtain additional information and assign classification and priority to facilitate timely processing

    Communicate and collaborate with IT team, local staff, and other stakeholders for resolution of issues

    Assist with O365 hybrid User Account provision processing and troubleshooting

    Handle routine tasks with no assistance and complete new assignments with general instructions

    Work on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendations, document tickets and create/update KB articles as needed.

    Follow standard practices and procedures

    Work closely with other support team members to ensure timely ticket triage.

    Manage escalation to Vendors for Tier IV support

    Basic Qualifications

    Technical BS Degree or 6+ years of prior relevant operational software support experience

    Ability to interact and assist customer team members, at a variety of levels and technical capabilities, including high levels of management.

    Must be able to learn quickly, work independently, be detail-oriented, and excellent time management skills

    Must have strong analytical, problem-solving, and conceptual skills

    Must have the ability to own a technical task and work it to completion

    Extensive hands-on experience in an operations support role.

    Tier III experience troubleshooting user issues and gathering information to support resolution

    Experience with Freshdesk ticket management tool

    Intermediate knowledge of and experience supporting Office365, Fortinet Firewalls

    Experience with Hyper-V virtual server support

    Additional experience desired but not required

    SOX Auditing

    Cybersecurity experience