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Senior IT Support Specialist

IT Services | Norfolk, VA | Full Time

Job Description

Orange Line

Job Title: Senior IT Support Specialist

Department: Service

Location: Norfolk

Job Type: Regular Full-Time

Company: Mode5

Mode5, a leading IT Solutions and Consulting Company, has spent the past 15 years providing technology services to businesses. We deliver top notch IT services, ensuring network performance and simplify technology for our clients. As a rapidly growing organization, we are continually adding new, career-driven team members. We are currently seeking an Senior IT Support Specialist to join our team. This is an excellent opportunity for a dedicated professional with the hunger and drive to learn and grow professionally in a great team-atmosphere!

This is not a typical IT department position where you will be stuck working on the same old network and aging technology. At Mode5, you will work with a diverse array of companies and variation of technology, networks, servers, equipment and software. You will provide remote support and assistance to our clients with a focus on high quality customer service. If you are great at troubleshooting and able to communicate effectively, translating technical jargon into non-technical terms, then we want you.

Senior IT Support Specialist - IT Server Support - System Administrator - IT Tech Support

Job Responsibilities:

The Senior IT Support Specialist (Support Level 3) is responsible for maintaining user uptime and improving their computing experiences through effective technical troubleshooting and system administration. They are responsible for growing and developing the Client’s perception of Mode5 through exceptional customer service in every step. This position will respond to user system requests made to Mode5’s Support Center. The requests will be worked within a structured resolution process according to the established service level agreement, which may involve working with other resources and vendors to deliver effective support services.

Under the direction of Support Supervisor, Senior IT Support Specialist provides technical assistance and advanced system administration to client networks. The individual will respond to both internal and external user requests remotely or occasionally in-person. The individual is responsible for assisting other Support Specialists in maintaining user uptime and improving client computing experiences by acting as the highest level of support escalation in the department. The requests will be worked within a structured resolution process according to the established service level agreements. The Senior IT Support Specialist will troubleshoot, configure, servers, virtualization, storage arrays, network hardware and diagnose reported network issues, and work with third-party software vendors as needed to maintain client network up-time. The Senior IT Support Specialist will configure and deploy advanced network equipment such as routers, firewalls, switches and wireless equipment to client sites.

This individual should have four plus years’ experience in system and network administration and be familiar with Microsoft domains, servers and network diagnostics, troubleshooting, system reloads, backup recovery.

Additional Senior IT Support Specialist Responsibilities:

  • Identifies, troubleshoots, resolves and documents system reported issues while maintaining customer satisfaction in every step of the service delivery.
  • Installs, supports, configures, evaluates, maintains, monitors and analyzes software, servers, storage, and virtualization systems in a Microsoft network environment.
  • Diagnose, configure and resolve complex network issues involving routers, switches and wireless hardware including troubleshooting of network connectivity.
  • Lead high priority tickets involving servers with data restoration, hardware repairs, disaster recovery, or other critical requests escalated for Senior IT Support assistance.
  • Escalate and troubleshoot advanced issues involving third-party software vendors as needed for proper resolution.
  • Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communications.
  • Utilizes remote monitoring and management software to resolve complex client support requests.
  • Responds to client support request tickets, calls and emails, assign ticket severity, update service work notes, and prioritize work to resolve level two support client issues.
  • Documents work, knowledge base, and reviews or improves support procedures and workflows to provide leadership and assistance to other Support Specialists.
  • Cross-trains with NOC administrator duties to be available as backup resource and act as escalation for system NOC tickets as needed.
  • Establishes a high level of personal credibility and builds strong professional working relationships with client and their staff.
  • Maintains ownership of service tickets throughout the life span of the support request.
  • Act as an escalation point to other Support Specialists to train or resolve complex issues.
  • Collaborates and works with other Mode5 staff and vendor support resources to resolve requests.
  • Participates in ongoing personal training and attainment of applicable technical certifications.
  • Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communications.
  • Participant in ongoing personal training and attainment of applicable technical certifications.
  • Performs other related duties as assigned by the Support Supervisor.

Job Requirements:

As a Senior IT Support Specialist, you will work with Microsoft technologies including, Windows Server, Hyper-V, Active Directory, Group Policy, Exchange, and other critical services.. You must have strong troubleshooting and support skills and experience resolving complex system issues. Stellar communication and customer service skills are essential for this role. We are seeking a highly motivated professional who is eager to grow, learn, and gain new skills.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualification Requirements:

  • Minimum Education: Associates or Bachelor’s degree, or equivalent of training and experience.
  • Previous work experience: 4 to 5 years in system and network administration.
  • Operating system experience: Windows 7,8,10 and Microsoft Server 2008, 2012, 2016.
  • Server hardware: Diagnostics, replacement and upgrades, monitoring, and RAID storage configuration.
  • Advanced server administration skills regarding domain configuration, troubleshooting, and maintenance.
  • In-depth Windows server administration: Active Directory, Group Policy, Exchange, Hyper-V, RRAS.
  • Advanced networking experience with routers, switches, wireless and troubleshooting connectivity.
  • Server administration, configuration and troubleshooting of load-balanced Microsoft virtualization & storage.
  • Strong communication and organization skills and the ability to learn new technologies quickly.
  • Education: Minimum of two-year certificate from college or technical school; plus, four-years related system administration experience and/or training; or equivalent combination of education and training.
  • A+ or Network+ CompTIA , MCSA or MSCE Microsoft Server, or other related technical certifications a plus.
  • Additional application experience in Tigerpaw, Kaseya, or other Remote Monitoring Management software a plus.
  • Previous Managed Services or technology consulting job experience a plus.


At Mode5, we provide an exciting, challenging, and fun working environment to expand your career. The nature of the technical consulting with which we provide our clients offers our staff exposure to new and emerging technologies. We are continually growing and providing career development opportunities within our organization through internal promotions. We encourage continual training, and you can take advantage of our Employee Certification Program. You will enjoy working alongside other talented people within an organization that takes pride in what we do!

Additional benefits of the Senior IT Support Specialist position:

  • Competitive Compensation
  • Medical, Dental, and Vision Insurance
  • Simple IRA Savings Plan with Company Match
  • Life Insurance Coverage
  • Paid Time Off Program
  • Paid Holidays
  • Leave Plans
  • Employee Referral Bonus
  • Career Planning Assistance

Please note this position requires working from within our Norfolk office and is not telecommuting.

We are an Equal Opportunity Employer

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