Sr Service Support Technician

Provides training and guidance to Service Support Technicians and Service Desk Specialists, supports computer systems, performs maintenance and troubleshooting, delivers and configure computer systems, and consults with business units to determine hardware, software, or system functional specifications. POSITION SUMMARY: Boys Town is looking for an experienced Senior Service Support Technician. In this role, you will be responsible for providing training and guidance to Service Support Technicians and Service Desk Specialists, supporting desktop and server systems, performing maintenance, troubleshooting, and configuring and delivering computer systems as well as support of CMDB (Configuration Management Database) You will also consult with business units to determine hardware, software, or system functional specifications. The individual we are looking for should have strong communication and customer service skills, proven ability to take initiative, and have prior experience with CMDB, Solar Winds and SCCM. ESSENTIAL FUNCTIONS & DUTIES: Provides advanced technical support. Coordinates projects in conjunction with the Project Management Office. Writes and reviews Knowledge Base articles for accuracy and relevance. Consults with business units to determine hardware, software, or system functional specifications. Works with management and other leaders to plan and implement business initiatives. Provides on-site and remote support for workstation and user issues. Escalates issues and provides ownership and resolution to problems including editing, clarification of tickets, and proper routing of tickets to appropriate personnel when necessary; works with staff members and users to find satisfactory resolutions. Responsible for documentation of computer programs related to machine operating systems, including peripheral equipment. Provides technical guidance and training to other staff members, trains others in new technology and procedures, and responds to requests for technical advice and guidance. Assists management with special projects as needed. Coordinates and maintains mobile device management, including user setup and enrollment, configuration, documentation, and staff training. Maintains printers and multifunction devices, including creating print queues, driver management, scanner queue, and assisting staff members with advanced troubleshooting. Develops inventory reports and maintains audit trails; procures e-quotes and assists with basic requisitions as needed. Serves as a role model in carrying out the Father Flanagan's Boys' Home mission. Directs all activities towards the fulfillment of the Boys Town mission Directs all actions to reflect the values and principles of Boys Town Establishes and maintains an environment that encourages teamwork, collaboration, and ethical behavior Maintains regular, reliable, and predictable attendance Supports other members of the management team and their work Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization KNOWLEDGE, SKILLS, AND ABILITIES: Solid understanding of IT principles and concepts, TCP/IP and networking protocols, Desktop Operating Systems, Network documentation software, and supporting applications (Solar Winds) Broad understanding of Microsoft Office products. Knowledge of standard hardware and software systems. Ability to install and verify software package installations (SCCM) Knowledge of online technical resources and ability to access same. Ability to communicate with individuals at all levels in the organization and with external contacts in an articulate, professional, clear, and non-technical manner. Excellent dedication to customer service, project follow through, and the ability to adjust to changing requirements, schedules, and priorities. Ability to lead/manage simultaneous, multiple projects to completion. EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS: Bachelor's degree or equivalent preferred. 5 years of experience in computer support including troubleshooting application related problems and working in a team environment on the development, testing, and support of a business applications. Knowledge of information systems concepts and terminology. Ability to lead/manage simultaneous, multiple projects to completion. CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS: Technical certifications preferred. PHYSICAL REQUIREMENTS AND EQUIPMENT USAGE: Position requires little to moderate physical activity. Mostly sedentary work exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time but may involve walking or standing for brief periods of time. No significant stooping is usually required. Work is typically in a normal office administrative or computer environment involving minimal exposure to physical risks. About Boys Town: Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference. Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life. This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003. About Boys Town: Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference. Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life. This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003. Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference. Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life. If you don't see an opportunity that fits your experience, please apply here for general consideration.