Senior IT Support Specialist

Ametek - Berwyn, PA

Full-time - Mid Level

Berwyn, PA

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Senior IT Support Specialist position at AMETEK is a customer-facing role that reports to the Senior Manager of IT Corporate Support. This position provides a unique opportunity to expand skill sets while working across a broad range of IT infrastructure responsibilities. The role encompasses hardware, software, and general systems support for computers, local area networks (LAN), voice communications, and video conferencing services. As an essential member of the Corporate IT team, the Senior IT Support Specialist supports a critical client group, ensuring that internal users receive exceptional service and technical assistance. In this role, you will be responsible for delivering outstanding customer service through Service Desk support, which 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, system upgrades, evaluate and install patches, and resolve software-related problems. Maintaining technical documentation and knowledge base articles is also a key responsibility. The position involves assisting with the training and mentoring of new technicians, ensuring they are acclimated to the company’s processes and systems. You will also be responsible for ensuring that all devices comply with required security software, supporting network changes, and performing server maintenance. Provisioning and deploying hardware/software to end users, along with providing technical training, are also part of your duties. You will maintain data files and monitor system configurations to ensure data integrity, and provide support for voice and mobile infrastructure/equipment across all departments, including Moves, Adds, and Changes (MACs) in Microsoft Teams phone and voicemail systems. Advanced knowledge of hardware, software, networking, and operating systems is essential, as is the ability to troubleshoot complex technical issues and provide innovative solutions. Additionally, you will support 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, system upgrades, and evaluate and install patches.
• Create and maintain technical documentation and knowledge base articles.
• Assist with training and mentoring new technicians.
• Ensure all devices comply 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 Microsoft Teams phone and voicemail systems.

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, attention to detail, and ability to adjust priorities.
• Self-starter with the ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills.