SENIOR IT SUPPORT SPECIALIST

Job Summary :

The Senior IT Support Specialist will provide technical expertise to resolve escalated incidents and issues associated with the Information Technology (IT) platform in support of 700+ employees.

This role is responsible for leading all support service elements including ticket management, PC imaging / deployments, PC hardware / software inventories, PC maintenance / support, mobile devices maintenance / support, and others.

The modern technology stack utilized by the Supernus IT Team will help you grow your IT career and provide growth at Supernus.

Essential Duties & Responsibilities :

• Troubleshoot, diagnose and resolve technical hardware and / or software issues.
• Serves as the escalation point of contact for other support services team members. Works closely with the support services team to resolve problems.
• Continues to develop and lead new user IT orientation, onboarding, and IT training programs.
• Ensures that Service Level Agreements (SLAs) are being met, triaging, and maintaining customer satisfaction.
• Maintains technical knowledge base and works with management on creating / updating standard operating procedures.
• Provides guidance and explains policies and procedures to IT support staff and end-users.
• Schedules and proactively manages regular hardware and software upgrades for employees.
• Administration of the company's basic technology platforms (Microsoft Office 365, Teams, SharePoint, MDM, Remote tools, etc.

including configuration and account creation / deletion.

• Works closely with the Supervisor of Support Services on special projects.
• Collaborates with IT and business manager(s) to brainstorm ideas and strategies to enhance the customer experience in the organization.
• Designs and updates IT products or service offerings.
• Installs, tests, and configures personal computer devices, peripheral equipment, and software. (Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.).
• Maintains technical documentation on the installation of software, configuration of hardware, and problem troubleshooting.
• Maintains and implements where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
• Identifies and implements improvements in procedures and processes.
• Actively participates in change control meetings and system maintenance activities.
• Completes other responsibilities and projects as assigned.

Supervisory Responsibilities :

• Oversees the activities of IT Support team members to ensure they deliver excellent customer service and provide customer guidance.
• Mentor, train, and groom junior IT Support services team members.

Knowledge & Other Qualifications :

• Bachelor's degree in computer science or a related field, with 8+ years of experience in a Help Desk environment or relevant experience.
• Hands-on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)
• Capable of leading innovation initiatives, process improvement, & standardization in the IT department.
• Deep working knowledge of supporting and maintaining Microsoft Windows 10 and Windows-compatible applications in an enterprise environment.
• Knowledge of core technologies including but not limited to Active Directory, WAN / LAN / Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals, and printing.
• Hands-on experience setting up and troubleshooting mobile devices.
• Experience with Endpoint Client Security software.
• Ability to occasionally work beyond core business hours.
• Ability to pay attention to time management, as well as possessing good analytical skills.
• Ability to showcase good leadership skills to mentor and train junior team members.
• Proficient in the English language (speaking, writing, and comprehending).

Other Characteristics :

• Ability to work independently and as part of a team and maintain high ethical standards of integrity and quality.
• Ability of having an innovative and dynamic approach to work.
• A self-starter able to work independently but comfortable working in a team environment.
• Ability to consistently exhibit Supernus Values in interactions with employees at all levels of the organization, vendors, customers, and others.
• Capable of performing other duties as assigned by Management.
• Authorized to legally work in the United States without visa sponsorship.

Physical Requirements / Work Environment / Travel Requirements :

This position may require prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag and / or lift to 35 pounds;

manual dexterity and hand / eye coordination; repetitive hand movement using a computer keyboard and mouse

The worker is required to have close visual acuity to perform an activity such as : preparing and analyzing data and figures;

transcribing; viewing a screen, iPad, or other electronic device; and extensive reading

The worker is not substantially exposed to adverse environmental conditions

Limitations and Disclaimer :

The above job description is meant to describe the general nature and level of work performed; it is not intended as an exhaustive list of all duties, responsibilities, and required skills for the position.

Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws.

Requirements are representative of minimum levels of knowledge, skills, and / or abilities necessary to perform each duty proficiently.

Continued employment remains on an at-will basis.