Sr. Technical Support Engineer

Overview:

Responsibilities:

• Fields incoming service requests and deploy solutions accordingly
• Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner
• Provides walk-up assistance to customers who may need in-person support
• Develops documentation to help improve Service Management ecosystem
• Deploys new or refreshed computers and assists customers with post install configurations
• Deploys end user operating system and other 3rd party software updates to end user computing systems
• Cross trains with teams at the next levels to develop specializations
• Assists with the management and maintenance of IT inventory and asset tracking
• Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel
• Participates in projects, including technology refresh, deployments, and office IMAC (installs, moves, adds, and changes)
• Provides remote support and assists L2 support team to resolve issues reported from other locations
• Supports and assists L3 Infrastructure team to provide onsite troubleshooting network and infrastructure related issues
• Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations
• Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users
• Provides after-hours support as needed for high severity situations
• Perform other duties assigned by leadership

Qualifications:

• Professional degree or an equivalent combination of education and experience
• Certification in one or more of an accredited Windows certification body (Microsoft, CompTIA) required
• Typically, 5+ years of experience supporting complex IT systems
• Experience in MS Office Suite, including Excel, Outlook and Word
• Proven track record of unprompted consistent improvement
• Strong technical and computer skills to resolve software and hardware issues
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong work ethic and eagerness to produce high quality, accurate results
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to proactively solve problems and apply innovative solutions
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
• Ability to work on multiple projects at the same time
• Ability to effectively meet deadlines at expected quality
• Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds
• Ability to bend and/or stoop to access cables under desk or in server racks
• Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms
• Travel may be required

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran