SR.
SUPPORT SPECIALIST Be a part of our success story.
Launch offers talented and motivated people the opportunity to do the best work of their lives in a dynamic and growing company.
Through competitive salaries, outstanding benefits, internal advancement opportunities, and recognized community involvement, you will have the chance to create a career you can be proud of.
Your new trajectory starts here at Launch.
Launch is looking for a Sr.
Support Specialist to provide support for a high-volume and fast-paced organization.
Responsibilities Answer incoming customer calls and provide assistance by phone in a friendly and professional manner.
Provide computer and phone peripheral support for all locations.
Utilize and perform in a Windows-based environment as well as versions of Microsoft Office Suite / Office 365.
Create/remove logon credentials from various in-house systems including but not limited to Microsoft Active Directory, Cisco Call Manager, Cisco Unity Voicemail, Third Party Systems and databases.
Monitor email/voicemail messages from customers for assistance by opening trouble tickets for each request.
Work from a ticket queue to complete work orders in a timely manner to meet department KPI’s and SLA’s.
Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person or by phone.
Assist with physical PC workstation moves (PC’s, monitors, phones, etc.).
Manage and complete assigned issues and projects in a timely manner.
Travel as required and directed to field stores.
Work schedule rotation for periodic on-call and after-hours support.
Perform other duties and projects as assigned.
Required Experience/Qualifications 5+ years’ knowledge or work experience in an IT or computer related environment.
Extensive working knowledge of computer hardware such as laptops, desktop computers, printers, etc.
Ability to assist with IT related special projects requiring basic systems planning, scripting and/or development.
Basic working knowledge of networks, wireless protocols, VoIP systems, servers, macOS, MDM systems, etc.
Ability to work with a high level of ambiguity and uncertainty.
A team player who is professional and focused on providing exemplary customer service.
Ability to articulate and troubleshoot issues over the phone and in person.
Strong attention to detail and sense of urgency.
Ability to explain technical concepts and processes to non-technical users.
Ability to work independently with little or no supervision and represent the entire Technology & Innovations group with a high degree of professionalism and integrity.
Excellent written and oral communication skills.
Active Listening
– give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate.
Critical Thinking
– using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Time Management
– ability to prioritize workload and manage one’s own time.
BS in Computer Science or a related field, or equivalent higher education.
5+ years of hands-on experience as a Help Desk/Call Center/Field Technician.
5+ years’ experience providing Customer Service and support via phone or in person.
5+ years’ experience with Windows OS, Microsoft Office applications / Office 365.
macOS/Apple iOS experience preferred.
Understanding technical aspects of LAN/WAN networks and VoIP.
Microsoft (or related) Certification required (MCP, MTA, ITIL, MCSA, CompTIA A+.
Network+ etc).
Competencies.
Does the right thing, takes action and adapts to change.
Self-motivates, believes in accountability, focuses on results, makes plans and follows through.
Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results.
Thrives on a team, stays positive, lives our values.
We are Navigators in the Age of Transformation.
We use sophisticated technology to transform clients to the digital age, but our positive impact on the human experience is our top priority.
We ease anxiety and fear around digital transformation and replace it with opportunity.
Qualified applicants, please respond to inquire@launchcg.com with your full name, resume, and a brief description of how your skills match the requirements above.
Please refer to job #6119 Launch Consulting is an Equal Opportunity and Affirmative Action employer.