Senior Specialist- User Services

US-MD-Columbia

Job ID: 2025-6403
Type: Regular Full-Time
# of Openings: 1
Category: Information Technology
Columbia, Maryland 6240 Old Dobbin Lane

Overview

First Finish, a premier full-service hotel renovation contractor is now part of the Shawmut family!  As a 100% employee-owned company, we are committed to our people, client service, execution, and safety.

Here’s a glimpse into what we are offering:

• Health, Dental and Vision Insurance.
• Employee Stock Ownership Plan (ESOP) - be an employee owner!
• 401K with Match - receive company match up to 4% of your eligible pay.
• Paid time off 
• The Extras: cell phone, laptop, pet insurance, financial planning services and many more.

 The purpose of the Senior User Services Specialist is to ensure proper computer and mobile device operation for all Shawmut users to accomplish essential business tasks. This includes actively resolving help requests in an urgent manner, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology. Problem resolution will involve the use of diagnostic and help-request tracking tools, as well as providing in-person, hands-on help at the desktop level, phone support and email support.

ESSENTIAL JOB FUNCTIONS

• Participate in User Services projects such as hardware upgrades, new or upgraded software releases, and other end-user initiatives according to manager direction.
• Lead in analyzing, assessing and responding to requests for assistance for entire enterprise in person or via remote support tools for all end-user applications and services.
• Build rapport with enterprise customers and train users when requested.
• Install new laptops, desktops, printers, iOS devices and other peripherals. Assist in developing, documenting and enforcing hardware policies and standards.
• Diagnose issues and perform hands-on fixes at the desktop or device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Responsible for creating procedure check lists, reviewing with User Services Team and ensuring procedures are adhered to.
• Solve escalated problems or escalate when required to the appropriate team resource.
• Coach and mentor User Service generalists.
• Record, track and document Service Desk tickets while monitoring SLAs for the team.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution and review repositories on a regular basis to ensure accuracy.
• Develop Knowledgebase Articles for User Services Team and end users when requested.
• Support and deploy corporate iOS and WiFi devices.
• Setup and maintain user accounts in Active Directory. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.
• Maintain the inventory of hardware and software.
• Support the use of audio-visual and video conferencing equipment in conference rooms and participate in the testing and production of company broadcast events.
• Quickly learn and support new technology.
• Perform post-resolution follow ups with end users as required.
• Assist in video conferencing troubleshooting and with large corporate events

OTHER DUTIES AND RESPONSIBILITIES

• Other related duties as assigned.

• Experience: 4+ years of IT support experience. Client service experience necessary.
• Education: Bachelor’s Degree in Computer Science, Associates Degree or relevant certification program and/or comparable experience.
• Additional Role Specific Skills:
  • Knowledge of advanced computer hardware, including desktop, laptop and peripheral devices.
  • Experience with various desktop and operating systems.
  • Understanding of TCP/IP fundamentals
  • Advanced knowledge of a range of diagnostic utilities.
  • Working knowledge of networking, VPN troubleshooting, Active Directory, SCCM, image preparation for deployment, etc.
  • Understanding of Agile operational frameworks

CRITICAL SKILLS/ SPECIFIC COMPETENCIES

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Ability to present ideas in a user-friendly, business-friendly and technical language.
• Exceptional customer service orientation.
• Excellent verbal and written communication skills in English.
• Demonstrated initiative, follow through, resourcefulness, efficiency and attention to detail.
• Strong working knowledge of MS Office (MS Word, Excel, PowerPoint).
• Ability to learn new software and applications.
• Ability to quickly learn organization structure and stakeholders.
• Ability to create a culture of inclusion and belonging by acting with courage, humility and curiosity; desire to learn about others and self-reflect.

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