The Senior Specialist position will work closely with HDS Systems Engineers and HDS Leads growing knowledge to become a subject matter expert in the support of HDS clients. The primary goal of the Senior Specialist position is to increase HDS ticket resolution, support HDS Analysts and Specialists in day-to-day technical questions, and increase HDS knowledgebase.

• Provides quality internal and external customer service surrounding the Company values.
• The primary focus of Senior Specialist is to continue to perform HDS Specialist responsibilities while focusing on growing their knowledge of all HDS-supported technologies and processes.
• Relieve pressure to HDS Leads and Engineers by acting as a frontline for any escalations coming from HDS Analysts and Specialists.
• Provides feedback on additional knowledge articles, reference tools and training needed to HDS leadership.
• Work closely with HDS Customer Account Support Advocate to provides input on increasing HDS resolution rates based on trends and learned lessons.
• Work with HDS Leadership and Client Teams to develop and deliver training items for Analysts and Specialists.
• Work with Client Account Service Managers to monitor and delivery QA’s.
• Other duties as assigned.

• MCDTS, A+ and Server + preferred but not required.
• Understanding of Information Technology Infrastructure Library (ITIL) framework.
• Ability to deliver high quality documentation paying attention to detail.
• Adequate professional experience and knowledge to perform Job Responsibilities
• Excellent verbal, written, and interpersonal skills
• Ability to prioritize and organize effectively
• Ability to work on multiple projects simultaneously
• Ability to work both independently and with others
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.
• Ability to communicate clearly and concisely in a group setting.
• Proficiency in using MS Office Suite and Windows-based computer applications.

Preferred Experience

• 1 to 1 ½ years’ experience in HDS as an Analyst/Specialist
• Prior experience particularly in the help desk industry

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $21.01 - $31.66