Senior IT Support Specialist

Job description

Overview Position Summary: The Senior IT Support Specialist for our company in the distribution transformer industry, plays a pivotal role in ensuring the stability, security, and performance of ERMCO’s end-user and core IT services. This position provides advanced Tier 2/3 support for incidents and service requests, serves as an escalation point for complex troubleshooting, and helps drive standardization across tools, processes, and customer experience. The role partners closely with infrastructure, cybersecurity, and application owners to reduce repeat issues through root-cause analysis, automation, and knowledge management. In addition, the Senior IT Support Specialist mentors junior support staff, supports technology rollouts and change activities, and contributes to continuous improvement of Service Desk operations, documentation, and reporting. Responsibilities: - Serve as an escalation point for complex technical issues across hardware, software, identity, and network services by owning Tier 2/3 tickets end-to-end, coordinating with vendors/internal teams, applying change control for high-impact fixes, and providing clear status updates to users and stakeholders. - Lead tro...