Career Title : Senior Support Engineer
Department : Information Technology
Salary Hiring Range : $95,000-115,000 annually (paid bi-weekly)
NOTE : Competitive salary commensurate with experience
FLSA : Exempt
Note : Union dues are 1.44% of your bi-weekly paycheck
Career Summary :
The Senior Support Engineer is a member of the Enterprise Services team who is a subject matter expert on ANAs ITSM business process and IT polices.
Staff members are accountable for providing support for the Association’s technology hardware and software. This position will lead Enterprise Services team members in tasking and guide in adherence to approved policy and processes via the ITSM.
The IT Support Engineer Team Lead will assist in maintaining ANA’s ITSM, Enterprise Service Assets, and the general health of ANA’s IT environment.
Responsibilities also include researching, developing, and implementing ANA’s key collaboration environment based on business and technical requirements.
Key Responsibilities :
The Senior Support Engineer accountable for on-site and remote technical support and training for the Association’s workstation collaboration and file sharing environments (e.
g. Microsoft 365, Teams, Adobe Connect, One Drive, ShareFile).
- Lead resource and subject matter expert in support of the ITSM and its associated business processes and resources as aligned with ANA SLA’s and KPI’s.
- Lead reporting of monthly metrics and trends review on individual, team, Enterprise Services assets, and organization so to make recommendations on business improvements.
- Perform other duties as assigned.
Education :
Bachelor’s Degree and seven (7) years specific IT-support experience OR ten (10) years IT-specific support and operations experience.
Related Work Experience :
- 5+ years implementing and supporting workstation collaboration and file sharing environments.
- 5+ years of experience in implementing and supporting Microsoft Windows (ver. 10 & 11) Operating System environments.
- 3+ years direct responsibility managing Microsoft Office 365 Portal.
- 3+ years working with IT and Business stakeholders in research, planning, training, and deployment of enterprise grade applications.
- 3+ years of experience in Active Directory administration.
Preferred Skills and Experience
- Knowledgeable in managing a mid-large size technology portfolio.
- Ability to understand policy and business practices and educate staff on their implementation within the organization.
- PowerShell scripting language
- Strong organizational, planning and prioritization skills.
- Strong analytical and problem-solving skills.
- Excellent verbal, written communication, presentation, and interpersonal skills.
Work Schedule :
Hybrid employees must work a minimum of 20% in the office.
Location :
Our main office is located at : 8515 Georgia Ave., Suite 400, Silver Spring, MD 20910
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