Sr. Technical Support Specialist
Company: Alliance Defending Freedom
Location: Leesburg
Posted on: March 18, 2023
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Job Description:
Everyone says they want to change the world. We're looking for
people who actually will.Alliance Defending Freedom is an
alliance-building legal organization that advocates for the right
of people to freely live out their faith. Please visit to view our
Statement of Faith and Doctrinal Distinctives. Sr. Technical
Support SpecialistAlliance Defending Freedom is seeking an
experienced Sr. Technical Support Specialist to join us in our
Lansdowne, VA office. As the Sr. Technical Support Specialist, you
are a vital part of the IT Team. In this role, you are responsible
for investigating, diagnosing, and resolving advanced technical
support issues for the ministry. This individual serves as an
advanced support specialist who assists junior-level support
personnel when needed and investigates more complex issues.Your
Essential Responsibilities:In this position, you will: Perform a
high level of local support for onsite personnel as well as remote
support using remote control tools. Supported platforms include all
ministry software, hardware, and network systems. Rely on
experience and judgment, as well as pre-established processes and
procedures, to identify, research, and resolve technical issues.
Document, track, and monitor issues to ensure a timely resolution.
Coordinate with team leads, IT personnel, and vendors as required
to address issues related to existing IT systems and
implementations of new IT technologies. Triage trouble tickets and
assign to the appropriate IT support level. Primarily responsible
for level 2 (advanced) support issues, but may also work on level 1
issues as needed. Assist team members who are experiencing
technical difficulties and work to resolve them. Ensure work is
being carried out in a timely and proper fashion and in accordance
with stated service level agreements (SLA's). Performs diagnostic
testing and analyzes test results in order to resolve issues.
Determine the root cause of problems and identify workarounds or
permanent fixes. Ensures workarounds and permanent fixes are
documented and communicated to junior-level team members.
Proactively monitor the infrastructure for possible issues and
takes necessary action to prevent an outage. Serve as Subject
Matter Expert (SME) for IT desktop support. Administer user network
account additions, moves, and changes. Manages network permission
changes (access requests) for all team members. Collaborate with IT
development staff to recreate issues in the test environment.
Ensure effective and prompt communication throughout the process of
all support cases being worked on. Actively contributes to ongoing
process improvements. Work directly with technology vendors when
necessary in order to ensure all hardware and software systems are
running correctly. Lead end-user training sessions by providing
materials and teaching team members how to utilize technology
better. Maintain IT equipment and supply inventories to ensure
critical parts and supplies are in place to maintain systems with
limited downtime. Administer, update, and troubleshoot corporate
telephony system. Assist in the maintenance of server and network
systems as needed. Perform other duties or special projects, as
required, in support of the department's goals.Other
Responsibilities (Non-Essential): You will be asked to perform
related duties or special projects as assigned.Skills you need to
succeed:Demonstrated proficiency in: Excellent interpersonal
skills. Proven troubleshooting and problem-solving skills. Proven
ability to multitask effectively and handle the fluctuating
workload. Proficient at troubleshooting problems with common office
equipment.Ability to: Ability to communicate effectively with end
users in non-technical terms. Ability to assist and/or coach
junior-level team members with advanced technical issues. Ability
to work responsibly with or without direct supervision. Ability to
travel as needed.Education and/or experience: 5+ years' experience
with desktop and systems support or Bachelor's degree in related
field. Thorough working knowledge of Microsoft and other common
operating systems and software applications.ARE YOU LOOKING FOR AN
ORGANIZATION WITH A COMPETITIVECOMPENSATION AND BENEFITS PACKAGE,
TOO? We have it! Alliance Defending Freedom offers team members a
competitive compensation and benefits package that includes major
medical insurance, dental care, medical and dependent care
reimbursement, paid disability, long-term care insurance, and life
insurance. We also offer a 401(k) plan with a generous company
match. Work and life balance is important to the well-being of our
team members. You will receive paid time off (PTO) that starts
accruing from your hire date and 11 paid holidays per year. Skills
& Requirements
Keywords: Alliance Defending Freedom, Leesburg , Sr. Technical Support Specialist, Other , Leesburg, Virginia
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