Senior IT Support Specialist

Ametek - Berwyn, PA

Full-time - Mid Level

Berwyn, PA

Computer and Electronic Product Manufacturing

About the position

The Senior IT Support Specialist position is a customer-facing role that reports directly to the Senior Manager of IT Corporate Support. This role provides a unique opportunity to expand skill sets while working across a broad range of IT infrastructure responsibilities. The responsibilities include hardware, software, and general systems support for computers, local area networks (LAN), voice communications, and video conferencing services. This position is essential within the Corporate IT team, supporting a critical client group and ensuring that internal users receive exceptional service and support. In this role, you will be responsible for delivering exceptional customer service to internal users through Service Desk support. This includes resolving technical issues, effectively communicating with end users, managing their expectations, and ensuring overall satisfaction. You will need to be adept at identifying root causes of technical issues and devising effective solutions, often under pressure and within tight deadlines. Additionally, you will install new software releases, evaluate and install patches, and resolve software-related problems. Maintaining technical documentation and knowledge base articles is also a key responsibility. You will assist with training and mentoring new technicians, ensuring they are acclimated to the company’s processes and systems. Compliance with required security software is crucial, and you will support network changes and server maintenance. Provisioning and deploying hardware/software to end users, along with providing technical training, will be part of your daily tasks. You will also maintain data files and monitor system configurations to ensure data integrity, while providing support for voice and mobile infrastructure across all departments, including managing Moves, Adds, and Changes (MACs) in Microsoft Teams phone and voicemail systems. Your advanced knowledge of hardware, software, networking, and operating systems will be essential in troubleshooting complex technical issues and providing innovative solutions. Additionally, you will provide support for printers and other multifunction devices.

Responsibilities

• Deliver exceptional customer service to internal users through Service Desk support.
• Resolve technical issues and manage user expectations to ensure overall satisfaction.
• Identify root causes of technical issues and devise effective solutions under pressure.
• Install new software releases, evaluate and install patches, and resolve software-related problems.
• Create and maintain technical documentation and knowledge base articles.
• Assist with training and mentoring new technicians.
• Ensure all devices are compliant with required security software.
• Support network changes and server maintenance.
• Provision and deploy hardware/software to end users and provide technical training.
• Maintain data files and monitor system configuration to ensure data integrity.
• Provide support for voice and mobile infrastructure/equipment across all departments.
• Support Moves, Adds, and Changes (MACs) in Microsoft Teams phone and voicemail systems.
• Troubleshoot complex technical issues and provide innovative solutions.
• Provide support for printers and other multifunction devices.

Requirements

• Associate or Bachelor's degree required or appropriate certifications.
• Minimum of 7 years of technical experience in a corporate environment.
• Hands-on experience with Windows, MacOS, iOS, Android support and associated hardware.
• Experience with Microsoft Entra ID and Active Directory required.
• Experience supporting VIPs and C-level end users.
• Experience with Microsoft Teams Systems required.
• ITSM and ITIL fundamentals knowledge.
• Understanding of Microsoft 365 products (Exchange Online, Entra, SharePoint, MS Teams).
• Experience supporting, maintaining, and troubleshooting video conference systems and software.
• Ability to triage technical situations and escalate when necessary.
• Strong sense of urgency and attention to detail.
• Ability to adjust priorities as necessary and multitask in a fast-paced environment.
• Excellent communication and interpersonal skills.