As a Senior IT Support Specialist at Scorpion, you are the front-line support resource for anything related to the tools and equipment used by our people. You must be able to troubleshoot, analyze, prioritize, resolve and/or facilitate issues to keep the wheels on the bus so to speak all the while serving as an escalation point for more complex issues that arise. This role is equal parts desktop computer support and project manager sprinkled with a healthy dosage of good cheer. Strong customer service and communication skills (verbal and written) are required to support our customers and keep the business running, all while giving “next level” customer service. Your customers are the Scorpion employees!

Responsibilities:

• Requests for support are received and processed swiftly, accurately and with a smile.
• Tasks are prioritized and coordinated with the IT Team and completed quickly and precisely.
• Comfortable working with executives and other staff members.
• The manner in which you carry out your work inspires gratitude with everyone you interact with! 
• The support request ticketing system is kept up to date and thoroughly documented.
• Any and all tasks are brought to full completion or escalated/deferred and followed up on regularly.
• At Scorpion we are always looking for a better way, and when that way is found, you will document the processes and procedures, and share with the team!
• Projects and issues requiring your support are anticipated and organized.
• Leads new system builds and refreshes ensuring adherence to company standards.
• Leads new user account creation and workstation setup.
• Assists with administration of Active Directory system and other systems and infrastructure.
• Work with the team to improve and document Help Desk workflow, acting as an escalation point for all requests and incidents.
• Develops creative solutions to ongoing issues; looks for ways to optimize and enhance IT services.
• Take ownership of patching processes (including Windows Updates, and Antivirus).
• Take pride in your work. It’s ok to not know the answer but it’s not ok to give up on finding it.
• Other Duties as Assigned

Qualifications:

• 2+ years of experience as a Help Desk Lead.
• Familiarity with Audio Visual and Conference Room technology.
• Expert knowledge of Windows 10.
• Familiarity with Mac OS Knowledge of Microsoft Active Directory.
• Knowledge of Microsoft Office 2016/Office365.
• Familiarity with various Mobile operating systems, including iOS and Android.
• Familiarity with imaging software.
• Familiarity with Adobe Creative Cloud.
• Must be able to comfortably lift up to 50 pounds