Senior Technical Specialist

Job Type

Full Time

Salary

Minimum: $50,000
Details: Commensurate with experience

Published

06/12/2018

Address

Orlando
Florida
United States

Description

Department or Director(s):    Information Technology

Location:                               Orlando, Florida

Bargaining Unit:                     UUHS – Level 2

Reports to:                             Technology Director


Summary:

Under the general direction of the Technology Director, the Sr. Technical Specialist provides technical and educational support to UNITE HERE’s on-site and remote PC and Mac users to answer questions, resolve issues, and increase end user productivity with minimal downtime.

 

Job Responsibilities (include but are not limited to):

·         Handle Tier 1 help desk escalations through tickets or phone.

·         Responds to, updates, and completes trouble tickets in system used to track request calls and dispositions.

·         Provides ongoing support to PC and Mac users in the daily use of the systems implemented, including, but not limited to: training users, answering questions, and suggesting methods to increase user productivity. 

·         Escalates issues and acts as a liaison between users and appropriate upper tier support technician if unable to resolve requests. 

·         Evaluates and analyzes requests for computer hardware and software to be purchased and/or added to one of UNITE HERE’s local area networks. Orders equipment and/or related supplies on behalf of end users.

·        When time permits, assists in the implementation of database applications. Implementation phases include systems design, development and modification, testing, documentation, training and post implementation review.

·         Support audio and video equipment in conference rooms and provide troubleshooting for remote staff.

·         Maintain and monitor internal/external assets to ensure accurate inventory records.


Job Requirements/Qualifications:


·        Education or equivalent experience: BS in Computer Science/Information Technology/Network Engineering/CIT/Computer Engineering/Systems Engineering, Apple Certified iOS Technician, and work experience troubleshooting PCs and MACs in a high-pressured office environment.

·        Specialized knowledge or skills: Extensive knowledge of networks, hardware, printers, MS software, applications, and operating systems, cloud computing, and IT Service Management (ITSM).

·        Additional qualifications: Interested in improving productivity with computers; excellent hardware and software troubleshooting, problem solving and interpersonal skills.

·        Required attributes: Excellent communication skills. Must be able to listen, understand, and speak with clarity to figure out the problem and to be able to explain the solution, if necessary.

·        Enthusiastic about being part of an organization that improves the lives and well-being for more than 270,000 hardworking individuals.

·        Overnight travel is required: Approx. 20%

·        Driver license required.

·        Excellent written and verbal communication skills.

·        Superior analytical, evaluative and problem-solving abilities.

·        Union experience preferred.

·        Able to work effectively in a team environment.

·        Can communicate clearly and effectively with business end-users.


Benefits

Being part of UNITE HERE means having a comprehensive benefit package. If hired, you will have health, dental, pharmacy and vision to you and your family at no cost to you. Also, you will have 3 weeks paid vacation, 1 week personal and 8 sick days. Furthermore, an employer paid pension plan along with a 401k plan, life insurance (3x your annual salary), ADD, Medical FSA, Dependent Care FSA, pre-tax transit discount plan, 8 paid holidays in the year and three extra days off of your choosing. 

Professional Level

Entry level

Minimum Education Required

No requirement

How To Apply

http://www.unitehere.org

Please submit a resume with the job title that you're applying for on the subject line of the e-mail to hr@unitehere.org


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