Senior IT Support Technician

Fifteen years ago, we knew there had to be a better way. Back then choosing benefits meant sifting through piles of paper, not having the resources to understand or compare plans and then hoping you picked the right one. That’s why when we launched Benefitfocus, we had one goal: to give people the knowledge, options and freedom to protect what they love most.

The Help Desk Senior Support Specialist will provide 3rd level helpdesk support as well as manage and implement appointed IT projects. Works in conjunction with Helpdesk technicians as well as other technical groups to assure all IT needs are satisfied in accordance to the Helpdesk Manager. This includes direct response to user needs and/or routing needs to appropriate Help Desk technician, or appropriate departments as well as being tasked with special projects as directed. Serves as an escalation point for level 1 and 2 help desk tickets/calls.

* Performs trouble shooting accordingly on all helpdesk tickets and escalates to other departments if necessary. * Manages special projects as directed * Manages dedicated applications/hardware/software * Provides hands-on technical assistance to users and helpdesk staff when necessary * Investigates and resolves computer software, hardware, network, printing and telephone equipment problems of users * Follows up with consumers to ensure that their needs have been met * Follows up with technical staff to ensure closure of calls * Uses remote support tools to troubleshoot and resolve PC/Mac issues * Configures, images and tests computers, ensuring that computer systems are functioning properly before deployment * Coordination of computer maintenance with other Information Technology professionals such as Network Engineering staff and IT Purchase * Follow quality standards, documents work, and displays strong customer service skills * Strong communication skills; both written and spoken * Carrying out other duties as may be requested by management

* Solid understanding and practical experience in customer support operations, Help Desk operations * Solid understanding of Win7 Win10 * Working experience with patching and vulnerability management * Apple Certified Support Professional, Apple Certified Macintosh Technician or strong experience equivalent * Experienced in computer management tools such as Kace Box, JAMF Casper, SCCM, etc… * Develop software distribution packages for deployment via Casper Suite/SCCM/Kbox * Experience packaging and modifying MSI,App,Pkg. * Scripting, bash as a minimum, Python would be a bonus! * FileVault/Gate Keeper experience * Powershell and batch scripting experience * Managing both MCX and Configuration Profiles to configure Mac settings * Proficiency in Microsoft Windows, Office, and Mac OSX * Scripting: Bash Shell and AppleScript * Strong knowledge in hardware and networking * Client/Server imaging: Casper Imaging, Apple Server Utilities * Ability to provide excellent customer service even during stressful situations * Ability to multitask * Ability to solve technical or operational problems and evaluate options based on relevant information, resources, experience, and knowledge * Ability to manage significant activities, and resources to produce and take responsibility for results.