Senior Technical Support Specialist

Job Summary :

The Senior Technical Support Specialist is responsible for delivering exceptional technical support and customer service to the Archdiocese of Detroit Curia operations and executive-level staff. This role demands a high level of technical expertise, excellent communication skills, and the ability to efficiently manage and resolve complex issues. The specialist will serve as the primary point of contact for the Curia, ensuring their needs are met promptly and effectively.

Key Responsibilities

• Serve as the primary contact for all technical support inquiries for curia staff, addressing hardware, software, applications, and workflow-related issues through various channels such as support portals, phone, email, chat, and in-person.
• Provide personalized technical support to executive-level staff, addressing their unique needs and ensuring high satisfaction levels.
• Communicate effectively with executive-level staff, providing clear and concise information and updates on their issues.
• Utilize the ticketing system to assign tickets to the appropriate technician or department.
• Identify incident trends requiring further analysis and contribute to the creation of problem records for escalated incidents.
• Deliver exceptional customer service by communicating professionally, comprehensively, and promptly for all incidents and requests.
• Manage and resolve incidents and service requests within established service level agreements (SLAs).
• Create, maintain, and review technical documentation and knowledge base articles for internal and external use.
• Perform additional duties as assigned.
• Conduct training sessions or create instructional materials as needed.
• Enforce technology governance policies and standards in alignment with AOD policies.
• Stay abreast of emerging technologies and trends relevant to AOD strategy and needs.
• Identify opportunities for technology-driven innovation and research.
• Work with the Operations, Security and Infrastructure Manager on system maintenance and enhancements

Required Knowledge / Skills / Abilities :

The ideal candidate will have exceptionally strong :