Senior Support Technician

Posted Under: Detroit, Michigan jobs in IT / Software / Systems; IT / Software / Systems jobs in zipcode 48299
Posted On: 2017-05-19

Pay Rate: $20.00-$22.00/hr

Job Description: We are in need of a Senior Support Technician for at minimum 6+ months with longer term or even perm potential with our customer down the road.

- A multifaceted Administrator that responds to incoming service desk inquiries promptly, politely and professionally; Quickly prioritizing and responding to all client calls and emails, identifying problems and providing expedient technical assistance for all computer related issues, including service workstations and other equipment for Clients through remote support techniques;

- Escalating any client complaints and/or dis-satisfactions that are not fully resolved, to the Service Desk Team Lead, Service Desk Manager, or Director of Client Services as appropriate;

- Monitoring progress with Client to ensure all issues are addressed and resolved; Providing feedback to all relevant parties;

- Relaying and Documenting appropriate and relevant information gained regarding Clients, while solving or escalating Client Issues;

- Suggesting improvements, upgrades or other appropriate Service Offerings to the benefit of the Client;

- Working cohesively with regional teams and other groups to ensure client services and projects are deployed to plan;

- Influencing a positive work environment that fosters team performance through own work and behavior.

Position Specific Competencies

- Ability to deal courteously and communicate effectively with clients and team members, supplying general information and direction in a clear, concise manner

- Ability to involve internal and external resources to lead the client through measurable and attainable goals;

- Work under stress to meet schedule deadlines. Ability to executive on the day to day tasks necessary to achieve outlined objectives;

- Experience or knowledge of the use of IT in financial institutions and the positive impact of technology in business;

- Committed to ensuring process adherence and suggesting improvements to processes;

- Demonstrated passion for excellence and impeccability while interacting with clients and business executives, and delivering solutions to meet their needs;

- Proven problem solving, conceptual thinking, and analytical abilities.


- Must be willing to take a drug and background check upon an offer being made.


- Minimum of three (3) years of experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals.

- Experience in providing remote technical support for medium to large technical environments is required;

- Experience with process adherence and suggesting improvements to processes;

- Excellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients;

- Professional background will ideally include work experience working for an information technology consulting or services firm, servicing clients remotely with Windows Platform and applications, Desktops, Servers, Hardware and end-user application troubleshooting and escalations;

- Example of technical experience required includes remotely supporting Desktop Systems, Hardware, end-user applications and Networking technologies in a call center environment.

- Demonstrated technical proficiency in Microsoft Operations Manager 2005, System Center Operations;

- Demonstrated passion for excellence and impeccability and for providing unparalleled service to all levels of end-users including executives and field personnel, and delivering solutions to meet their needs;

- Proven problem solving, conceptual thinking, and analytical abilities.

Highly Desired

- A+, MCP, and / or MCSE Certifications

- Bachelors’ degree in Computer Science, Management of Information Systems

- Travel component to other offices would be 20%.. this would be need if remote assistance/service was not effective.

Thank You,
Troy Hawkins | Smartsource Staffing | 404-592-5134

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