What are the responsibilities and job description for the Technical Support Specialist 4 position at System One?
Technical Support Specialist 4
Birmingham, AL
Assignment Duration: January 1, 2025 – January 1, 2028 (Estimated)
Position Overview:
We are seeking an experienced IT Support Specialist to join our team as a Level 4 HelpDesk professional. In this role, you will be responsible for handling the most complex and high-priority IT incidents escalated from lower support levels. Your extensive experience in IT support, strong troubleshooting skills, and leadership ability will allow you to resolve advanced technical issues and drive the overall quality of our support operations. The ideal candidate will have 10 years of experience in IT support and a deep understanding of IT systems, networks, and infrastructure.
Key Responsibilities:
Desired Qualifications:
Birmingham, AL
Assignment Duration: January 1, 2025 – January 1, 2028 (Estimated)
Position Overview:
We are seeking an experienced IT Support Specialist to join our team as a Level 4 HelpDesk professional. In this role, you will be responsible for handling the most complex and high-priority IT incidents escalated from lower support levels. Your extensive experience in IT support, strong troubleshooting skills, and leadership ability will allow you to resolve advanced technical issues and drive the overall quality of our support operations. The ideal candidate will have 10 years of experience in IT support and a deep understanding of IT systems, networks, and infrastructure.
Key Responsibilities:
- Serve as the highest level of support for escalated IT incidents, handling complex and high-priority technical issues that require expert-level knowledge.
- Troubleshoot and resolve advanced technical problems, including but not limited to system configurations, network issues, security concerns, and server-related incidents.
- Manage inbound contacts from phone, email, and web form submissions, providing expert guidance and resolution for escalated incidents.
- Log all IT incidents and resolutions into the ticketing system, ensuring detailed documentation of troubleshooting steps, resolutions, and root cause analysis.
- Collaborate with IT leadership and other specialized teams to investigate and resolve the most critical incidents, providing solutions that are sustainable in the long term.
- Take a leadership role in mentoring and providing technical guidance to lower-level support teams (Levels 1-3).
Desired Qualifications:
- 10 years of experience in IT support, with at least 5 years in a leadership or advanced troubleshooting role (preferably in a Level 3 or Level 4 capacity).
- In-depth knowledge of IT systems, networks, security, and server management.
- Extensive experience with ticketing systems and IT service management tools.
- Strong leadership and mentorship skills with the ability to guide and support junior team members.
- Excellent communication skills, both written and verbal, with the ability to clearly explain complex technical issues to both technical and non-technical stakeholders.
