Senior IT Support Specialist

Position Summary

The Senior IT Support Specialist for our company in the distribution transformer industry, plays a pivotal role in ensuring the stability, security, and performance of ERMCO’s end-user and core IT services. This position provides advanced Tier 2/3 support for incidents and service requests, serves as an escalation point for complex troubleshooting, and helps drive standardization across tools, processes, and customer experience. The role partners closely with infrastructure, cybersecurity, and application owners to reduce repeat issues through root-cause analysis, automation, and knowledge management. In addition, the Senior IT Support Specialist mentors junior support staff, supports technology rollouts and change activities, and contributes to continuous improvement of Service Desk operations, documentation, and reporting.

Responsibilities

• Serve as an escalation point for complex technical issues across hardware, software, identity, and network services by owning Tier 2/3 tickets end-to-end, coordinating with vendors/internal teams, applying change control for high-impact fixes, and providing clear status updates to users and stakeholders.
• Lead troubleshooting efforts and root-cause analysis (RCA) for recurring or high-impact incidents by performing structured diagnostics, documenting RCA and corrective/preventive actions, and recommending monitoring, patching, configuration improvements, or user enablement to prevent repeat issues.
• Mentor and guide junior IT support staff through coaching on troubleshooting, customer communication, and documentation standards, while supporting triage/prioritization and delivering quick-reference materials and short trainings on frequent issues.
• Manage and optimize Service Desk workflows, documentation, and reporting by improving intake/categorization, SLAs/OLAs, escalation paths, and queue health; expanding knowledge articles/runbooks; and using trend and SLA analysis to drive corrective actions.
• Support and maintain enterprise endpoint and collaboration services (Windows, Microsoft 365, and related tooling) by resolving device/application/peripheral issues, administering assigned Microsoft 365 access/configuration, and supporting endpoint security through patching coordination and baseline configuration troubleshooting.
• Administer identity and access services in alignment with security and compliance by provisioning/deprovisioning accounts and groups using least privilege, resolving authentication/MFA/access issues, and supporting access reviews and audit-ready documentation.
• Collaborate with infrastructure and cybersecurity teams to maintain standards and security posture by escalating suspected security events, implementing approved hardening/remediation, and participating in vulnerability remediation planning and validation.
• Participate in IT projects (upgrades, migrations, rollouts) by supporting testing and pilots, executing deployments and stabilization/hypercare, and producing user communications and job aids that improve adoption and reduce support volume.
• Develop and maintain technical documentation (SOPs, user guides, troubleshooting playbooks) by keeping content accurate and accessible, translating technical steps into user-friendly instructions, and maintaining procedural and configuration records that support operational continuity.
• Maintain asset, configuration, and lifecycle management practices by supporting onboarding/offboarding readiness, reimaging and refresh cycles, keeping asset records current, coordinating repairs/replacements, and driving standardization to reduce complexity and cost.
• Provide input into technology selection and continuous improvement initiatives by identifying pain points, proposing tooling/process enhancements, and recommending automation/self-service opportunities that improve reliability and reduce manual effort.
• Support after-hours or on-call activities by responding to critical incidents per escalation procedures, assisting with scheduled maintenance and validation, and ensuring thorough handoffs and documentation of actions taken.

Qualifications

• Education / experience: Bachelor’s degree in IT/Computer Science (or equivalent experience) with typically 4–6+ years in IT support/systems/endpoint engineering, including ownership of complex incidents and delivery of measurable service improvements.
• Technical skills: Advanced Windows/Microsoft 365 and endpoint troubleshooting with working knowledge of identity/access (AD/Azure AD/Entra concepts), configuration baselines, and core networking (TCP/IP, DNS, DHCP, VPN, Wi‑Fi); experience with endpoint management/deployment tools (e.g., Intune, MECM,or NinjaOne).
• Service management and operations: Familiarity with ITIL-aligned incident/problem/change/knowledge practices and ticketing systems, with strong documentation skills and the ability to analyze trends and translate them into process and tooling improvements.
• Communication and leadership: Strong customer service and written/verbal communication skills with the ability to explain technical issues clearly, lead cross-functional efforts, work independently, and mentor others in a collaborative, accountable team environment.
• Other requirements: Excellent organization and prioritization skills for a fast-paced environment, willingness to participate in after-hours/on-call rotation, and ability to travel between sites as needed.
• Preferred certifications: CompTIA A+/Network+/Security+ (or equivalent), Microsoft role-based desktop/endpoint certification (or equivalent), and ITIL Foundation (or equivalent).