Sr. Field Support Specialist

Job Summary

Sr. Field Support Specialist (FSS) role is to provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment.  The Sr. FSS is responsible for executing first & second level support diagnostics, troubleshooting basic issues and effectively escalating incidents while following established protocols, policies and processes; assisting in documenting procedures and policies and in developing and implementing effective standards; and providing timely follow through to resolve and close problem calls and to provide training in support of all technology offerings.  The Sr. FSS also provides hands on support and deployment services for workstations and desktop software.

Primary Duties

Maintains professional and positive attitude during all client interactions and team meetings.

Provides front-line support and response to solve all problems reported by clients.

Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues.

Follows demand management process to receive, prioritize, document and actively resolve client's requests.

Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.

Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.

Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required. 

Coordinates interactions across all IT support channels in real time.

Serves as liaison between IT and clients.

Makes recommendations to the Lead– Field Support for changes in procedures and systems providing support to clients.

Provides training for technology applications and products.

Composes routine correspondence for electronic distribution.

Conducts research, compiles and displays all Client Service statistical reports.

Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance.

Orders and maintains all supplies and arranges for equipment maintenance.

Qualifications

Strong interpersonal skills are essential.

Good organizational skills with the ability to follow through.

Good problem-solving skills.

Ability to keep track of, prioritize and report status of multiple projects. 

Ability to work with changing requirements and priorities.   

Education / Experience

Associate Degree in Information Systems, Computer Science or a closely related discipline and minimum of five plus years business experience.

Prior customer service experience or related support experiences a plus.