Rocket Software · 1 day ago
Senior IT Support Specialist
Rogers, AR
Full-time
Onsite
Mid, Senior Level
$96K/yr - $120K/yr
3+ years expRocket Software is a company committed to providing world-class support services. As a Senior IT Support Specialist, you will provide level 2 support to Rocketeers, acting as an escalation point for IT Support Specialists and ensuring the resolution of complex issues.
Information TechnologySoftware
Responsibilities
Provide level 2 support to Rocketeers working to resolve more complex issues
Understand and apply advanced principles of Rocket’s IT Service Management tool set
Create and validate knowledge articles to solve more complex Service Requests and Incidents
Carry out advanced tasks requiring adherence to prescribed processes
Continue to develop documentation and communication skills
Act as the primary escalation point for Associate IT Service Desk Specialists, IT Service Desk Specialists and IT Support Specialists
Apply necessary escalation processes
Create work plans and work independently and meet due dates
Work under limited direction of a manager and/or more senior team members
Contribute to projects and initiatives within EUX and the wider IT group
Willingness to learn and support AV equipment used in the office during large events and small meetings
Qualification
Required
3 - 5 years of IT Support or Service Desk Experience
Advanced understanding of hardware and software systems
Able to provide strong evidence of previous Service Desk and Support work completed
A deeper technical understanding of key IT technologies such as Windows 10, Active Directory, Office 365, networking concepts and unified communications
A solid understanding of hardware, particularly laptops
Good understanding of IT Service Management Principles
Works well in a team; collaborative, accountable and dependable
Recognizes and acts appropriately to high priority incidents and Service Requests
Contributes to solutioning on large scale issues
Proactive in identifying systemic issues
Self-manages tasks
Bachelor's Degree in an IT technical/Networking degree
Preferred
Technical certifications desirable
Benefits
Unlimited Vacation Time as well as paid holidays and sick time
Health and Wellness coverage options for Rocketeers and dependents
Life and disability coverage
Fidelity 401(k) and Roth Retirement Savings with matching contributions
Monthly student debt benefit program
Tuition Reimbursement and Certificate Reimbursement Program opportunities
Leadership and skills training opportunities
Company
Rocket Software
As a global technology leader, Rocket Software is the partner of choice for organizations transforming their IT from core systems to the cloud.
1001-5000 employees
H1B Sponsorship
Rocket Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (7)
2023 (3)
2022 (6)
2021 (8)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2012-02-02Acquired
Leadership Team
Gary Gregory
Chief Technology Officer
Joe Devlin
Chief Technology Officer, VP, and Distinguished Engineer
Company data provided by crunchbase