Sr. Technical Specialist – Atlanta Region : Georgia

Sr. Technical Specialist
Atlanta Region

Based in Atlanta, GA

Department or Director(s): Information Technology
Location:     Regional: Eastern U.S.
Bargaining Unit:  UUHS – Level 2
Reports to:   Technology Director

Summary:
Under the general direction of the Technology Director, the Sr. Technical Specialist provides technical and educational support to UNITE HERE’s on-site and remote PC and Mac users to answer questions, resolve issues, and increase end user productivity with minimal downtime.

Job Responsibilities (include but are not limited to):

• Handle Tier 1 help desk escalations through tickets or phone.
• Responds to, updates, and completes trouble tickets in system used to track request calls and dispositions.
• Provides ongoing support to PC and Mac users in the daily use of the systems implemented, including, but not limited to: training users, answering questions, and suggesting methods to increase user productivity. 
• Escalates issues and acts as a liaison between users and appropriate upper tier support technician if unable to resolve requests. 
• Evaluates and analyzes requests for computer hardware and software to be purchased and/or added to one of UNITE HERE’s local area networks.  Orders equipment and/or related supplies on behalf of end users.
• When time permits, assists in the implementation of database applications.  Implementation phases include systems design, development and modification, testing, documentation, training and post implementation review.
• Support audio and video equipment in conference rooms and provide troubleshooting for remote staff.
• Maintain and monitor internal/external assets to ensure accurate inventory records.

Job Requirements/Qualifications:

• Education or equivalent experience: BS in Computer Science/Information Technology/Network Engineering/CIT/Computer Engineering/Systems Engineering, Apple Certified iOS Technician, and work experience troubleshooting PCs and MACs in a high-pressured office environment.
• Specialized knowledge or skills: Extensive knowledge of networks, hardware, printers, MS software, applications, and operating systems, cloud computing, and IT Service Management (ITSM).
• Additional qualifications: Interested in improving productivity with computers; excellent hardware and software troubleshooting, problem solving and interpersonal skills.
• Required attributes: Excellent communication skills.  Must be able to listen, understand, and speak with clarity to figure out the problem and to be able to explain the solution, if necessary.
• Enthusiastic about being part of an organization that improves the lives and well-being for more than 270,000 hardworking individuals.
• Overnight travel is required: Approx. 20%
• Driver license required.
• Excellent written and verbal communication skills.
• Superior analytical, evaluative and problem-solving abilities.
• Union experience preferred.
• Able to work effectively in a team environment.
• Can communicate clearly and effectively with business end-users. 

To Apply
Send résumé to hr@unitehere.org with the job title “Sr. Technical Specialist” in the subject line.