Sr. Technical Support Specialist

Company: Alliance Defending Freedom
Location: Leesburg
Posted on: March 18, 2023

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