Senior IT Support Specialist

Description

The Sr. IT Support Specialist is responsible for managing and resolving technical issues and providing high-level support to end-users. Analysis of day-to-day service desk operations and ensuring timely resolution of complex IT issues. This role acts as a technical escalation point, mentor junior staff, and plays a key role in developing, implementing, and maintaining OA Standard Operating Procedures, in addition the role contributes to process improvements, knowledge base updates, and maintenance activities to ensure operational excellence and service quality.

Essential Duties and Responsibilities :

• Provide expert-level technical guidance and consultation to end-users, developing strategic solutions for complex and recurring technical challenges.
• Lead the analysis and resolution of critical and complex technical issues, conducting root cause analysis for recurring problems and developing innovative solutions to prevent future occurrences.
• Direct the incident management process, allocating resources and coordinating efforts across multiple teams to ensure efficient and effective resolution of critical incidents.
• Establish and maintain service level objectives (SLOs) and key performance indicators (KPIs) to ensure optimal service delivery and customer satisfaction.
• Analyze service desk performance data and provide strategic recommendations to management for improving efficiency and effectiveness.
• Identify areas for process improvement and implement changes to enhance service quality.
• Oversee the development, documentation, and maintenance of a comprehensive knowledge base, including standard operating procedures and knowledge base articles, ensuring accuracy and accessibility for the IT support team.
• Develop and implement strategies to enhance customer satisfaction and build strong relationships with key stakeholders.
• Liaise with other IT teams and departments to ensure cohesive support.
• Consult with users to determine hardware or system functional specifications.
• Design, develop, document, analyze, create, test, or modify computer systems.
• Oversee the acquisition, deployment, maintenance, and disposal of assets, ensuring proper tagging and tracking using asset management software.

Knowledge and Skills :

Required Qualifications :

Years of Education

Work Experience

Preferred Qualifications :

Working Conditions :

$85,000-$95,000 annually is the estimated pay range for this role working in Fremont, California office. It does not include bonuses, medical, dental, vision, life insurance, AD&D insurance, Paid Time Off, EAP, & 401(k). The final amount will be determined based on the qualifications & experience of the candidate relative to the role.

ASUS is an equal employment opportunity employer. The Company makes employment decisions without regard to race, color, religion, sex, gender, pregnancy / breastfeeding, medical conditions related to pregnancy or childbirth, sexual orientation, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, as well as any other characteristic protected by law, regulation or local ordinance, and strives to comply with all applicable laws on the subject. These employment decisions extend to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, pay and other forms of compensation, training and other terms and conditions of employment.