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Senior Technical Support Specialist

Information Technology



Under limited supervision and providing best in class customer service, the Sr. Technical Support Specialist responds to and diagnoses incidents resulting from automated events or customer issues/requests. Includes incident recognition, research, isolation, and resolution steps. Can resolve complex incidents immediately and seeks assistance when necessary for more complicated incidents. Utilize effective communication and advanced technical skills to ensure timely and effective resolution of complex incidents and requests. Involves use of IT Service Management toolset. 


In addition, this role actively provides feedback and assisting with making knowledge article improvements. The Sr. Technical Support Specialist serves as a SME to provide real-time assistance, guidance and basic coaching/training to help build other team member skills or resolve incidents in areas of expertise.



  1. Customer Support (35%)
  2. Provides technical support for technology infrastructure, customer issues, and requests.
  1. Evaluates and responds appropriately to technology events, customer issues and requests via phone or email.
  2. Handles issues without assistance. Ascertains the priority of incidents and escalates as appropriate
  3. Ensures customer satisfaction on every call by following established call handling guidelines.
  4. Proactively communicates status and drives resolution of open issues; identifies and mitigates risks. Possesses advanced communication skills to translate technical concepts to all levels, including Sr. Management
  5. Documentation (25%)
  6. Creates, updates and maintains records in the ITSM toolset.
  7. Defines and documents work and implementation standards/processes/procedures for the broader work group
  8. Looks for opportunities to update or create knowledge for 1st call resolution improvements; may provide assistance with Knowledge Management process
  9. Advanced Support (25%)
  10. Possess a deep understanding of multiple business areas/IT functions/technology areas and the relevant integration points.
  11. Identifies themes or high incident trends to aid with irreversible correction actions
  12. Demonstrates tier 2 technical skills and provides support in areas such as client, service management, applications and networking.
  13. Identifies and initiates action, and prioritizes properly with limited/no guidance
  14. Peer Leadership (15%)
  15. Acts as a SME for multiple areas of expertise and drives ongoing operational functions.
  16. Actively coaches, trains, and mentors others; is openly considered a mentor by other team members.


  1. Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
  2. Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
  3. Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
  4. Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.
  5. Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
  6. Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
  7. Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.



  1. Associates Degree or 2-4 years equivalent experience
  2. Four (4) years prior Help Desk or Computer Operations/Network Operations Center (NOC) experience.
  3. Demonstrates advanced knowledge of primary customer service responsibilities.
  4. Expert level technical troubleshooting and analytical/problem-solving skills
  5. Excellent oral and written communication
  6. IT Service Management tool experience (preferably ServiceNow)


  1. ITIL knowledge
  2. Prior experience providing technical support and/or customer service
  3. Familiarity with Microsoft Office including Outlook, Excel, Word, or SharePoint
  4. Network skills
  5. Ability to work weekends, holidays and evenings




This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.




The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Occasional lifting, pushing/pulling, carrying 10 lbs of supplies and materials is required.



YRC Worldwide is an Equal Opportunity/Affirmative Action Employer

Minorities/Females/Persons with Disabilities/Protected Veterans



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