Sr IT Technical Support Specialist

Company Description:

At all levels, working at National Seating and Mobility provides the opportunity to directly impact our clients’ lives by helping them achieve greater self-reliance and independence. Our teams are made up of passionate individuals dedicated to providing exceptional care for every client. We focus on abilities by leveraging technology and creating mobility solutions as unique as each client’s needs.

Working at National Seating and Mobility is an opportunity to build a meaningful career while making a lasting impact on the lives of those we serve. With locations in more than 40 states, we strive to foster diversity and offer a comprehensive benefits package, including a 401(k), company-paid long-term disability, and tuition reimbursement.

We are looking to grow our enthusiastic and engaged team at National Seating and Mobility. Submit your resume and join a group of professionals dedicated to changing lives.

Duties and Responsibilities

Advanced Systems Support

• Own, troubleshoot, and resolve incidents and service requests escalated by the Tier 1 support team.

• Support endpoint, identity, access, collaboration, network, and business application issues across technologies such as Microsoft Intune, Microsoft 365, Active Directory, Microsoft Entra ID, Cisco Meraki, Cisco Firepower, RingCentral, Zscaler, proprietary applications, SaaS solutions, and portals.

• Provide professional and responsive technical support for corporate users and executive leadership.
• Assess business impact and prioritize support needs appropriately.

• Collaborate with infrastructure, security, application, and other technical teams on complex or critical issue resolution to minimize business disruption.
• Perform authorized account, access, and endpoint provisioning activities for new hires, existing employees, role changes, employee separations, and acquisition-related onboarding.

• Validate completion of provisioning activities and troubleshoot account, access, and endpoint provisioning issues.

Documentation, Communication, and Process Improvement

• Create and maintain knowledge base articles, end-user guidance, and frequently asked questions.
• Record and document the troubleshooting process, decisions made, actions taken, and final resolution in the organization’s standard tracking system.
• Communicate with employees throughout the support process, including initial acknowledgment, status updates, resolution, and follow-up.
• Identify recurring issues, discrepancies, and support trends that may affect business operations.
• Work with the IT Support Supervisor and Director, Technical Services to recommend and implement support process improvements.
• Share technical knowledge and provide guidance to Tier 1 support team members when appropriate.

Operational Support

• Provide backup service desk intake and coverage by phone, walk-up, and email when operational needs require.

• Gather relevant issue details through effective questioning and active listening.

• Prioritize and schedule support issues, coordinating with the appropriate technical resource when additional expertise is

• Perform hands-on endpoint support, including approved hardware and software installation, upgrades, system configuration, application configuration, and data backup or recovery activities.
• Test and validate fixes to confirm that issues have been fully resolved.
• Perform initial network troubleshooting and assist with approved network device deployment under established standards.
• Validate policy requirements or escalate unique situations to IT management before communicating decisions to employees.

• Travel as needed to support acquisitions, including equipment setup, network device setup, user training, and on-site technical support in coordination with field leaders.

• Support infrastructure, security, and operational technology projects as assigned by IT leadership.

On-Call and Availability

• Participate in an on-call rotation to respond to critical technology incidents and help maintain the availability of key business systems.

Required Education, Experience & Competencies:

Formal Education and Certification

• Associate degree, technical school completion, or equivalent work experience in information technology, computer science, or a related field.

• Three to five years of progressive IT support experience, including experience resolving escalated technical issues; equivalent demonstrated technical experience will be considered.
• Relevant Microsoft, endpoint management, identity, networking, or technical support certification preferred but not required.

Knowledge and Experience

• Knowledge of computer hardware, endpoint devices, standard office technology, and currently supported Microsoft Windows desktop operating systems.
• Experience administering Active Directory and Microsoft Entra ID users and groups.
• Experience provisioning and configuring laptops using Microsoft tools.
• Application support experience with browser-based and client-server applications.
• Proficiency using endpoint, identity, network, and application diagnostic tools to isolate and resolve technical issues.
• Ability to assess business impact and prioritize support needs accordingly.
• Experience performing initial network troubleshooting and assisting with approved network device deployment.