Senior Technical Support Specialist (Finance)
Overview
We are seeking a full-time Senior Technical Support Specialist in our Olathe, KS location. In this role, you will be responsible for assessing workgroup-level technical needs, designing solutions, and recommending improvements to optimize system performance. This role will be a key player in enhancing our IT operations by updating training manuals, improving procedures, and providing hands-on training to users on efficiently using IT systems.
Essential Functions
- Updates training manuals/procedures and trains users in the proper use of IT systems
- Assists associates in IT Specialist 4 role on projects, initiatives, and performs troubleshooting of complex support issues assigned
- Determines workgroup level technical designs with little input from others and makes recommendations for overall system improvements
- Participates in meetings with users of IT systems
- Installs and maintains desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.)
- Assists in person, or remotely, in the resolution of support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Maintains printing systems and assists with network printer system maintenance
- Researches, resolves, and responds to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner, in accordance with current procedures
- Acquires and maintains current knowledge of relevant product offerings and supports policies in order to provide technically accurate solutions to customers
- Monitors conference room performance and maintenance schedule
- Contributes to technical research on new technologies, processes or procedures
- Provides technical input to solution development plans and concept documents
- Demonstrates understanding of business impacts of issues and how they relate to IT owned solutions
- Communicates effectively in written and verbal form in a cross-functional setting with business partners
- Serves as a mentor to less experienced IT Specialists (IT Specialist 1 & 2)
- Exemplifies Garmin's Mission Statement and Quality Policy and proactively works to improve Garmin's image & culture
- Responsible for working after hours in an "on call" capacity based on a rotation shared by the Help Desk and Technical Support Specialist teams
- High School Diploma or GED AND coursework towards completion of a degree in Computer Science, Information Technology, or a related field OR a minimum of 5 years of professional IT experience with a demonstrated expertise in systems, networks, or technical support
- Proven academic success with the ability to apply theoretical concepts to real-world technical problems and solutions
- Advanced proficiency in troubleshooting and diagnostic tools (ex. Wireshark, ThousandEyes, Microsoft Diagnostic Tools) with a strong understanding of system logs, error messages, and performance metrics
- Experience with asset management, IT Service Management (ITSM) platforms (ex. Qlik, Jira Service Desk), monitoring tools (ex. Akips, Kibana, Zabbix), and document management tools (ex. Confluence, SharePoint) to ensure system uptime, performance, and effective issue resolution
- Exceptional communication skills, both verbal and written, with the ability to translate technical issues for non-technical stakeholders and collaborate within cross-functional teams to resolve technical challenges
- Consistently demonstrates organizational skills with a focus on work documentation, knowledge base creation, and adherence to internal processes and best practices, ensuring a smooth workflow and minimizing system downtime
- Experience with scripting and automation tools (ex. Powershell, Java, Python) for routine system management and problem-resolution
- Strong knowledge of operating systems (Windows, Linux, macOS) and networking protocols (TCP/IP, DNS, DHCP) with the ability to apply them in troubleshooting scenarios
- Previous experience working in a team environment
Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
