Sr. Technical Specialist
Atlanta Region

Based in Atlanta, GA


Department or Director(s): Information Technology
Location:     Regional: Eastern U.S.
Bargaining Unit:  UUHS – Level 2
Reports to:   Technology Director

Under the general direction of the Technology Director, the Sr. Technical Specialist provides technical and educational support to UNITE HERE’s on-site and remote PC and Mac users to answer questions, resolve issues, and increase end user productivity with minimal downtime.

Job Responsibilities (include but are not limited to):

  • Handle Tier 1 help desk escalations through tickets or phone.
  • Responds to, updates, and completes trouble tickets in system used to track request calls and dispositions.
  • Provides ongoing support to PC and Mac users in the daily use of the systems implemented, including, but not limited to: training users, answering questions, and suggesting methods to increase user productivity. 
  • Escalates issues and acts as a liaison between users and appropriate upper tier support technician if unable to resolve requests. 
  • Evaluates and analyzes requests for computer hardware and software to be purchased and/or added to one of UNITE HERE’s local area networks.  Orders equipment and/or related supplies on behalf of end users.
  • When time permits, assists in the implementation of database applications.  Implementation phases include systems design, development and modification, testing, documentation, training and post implementation review.
  • Support audio and video equipment in conference rooms and provide troubleshooting for remote staff.
  • Maintain and monitor internal/external assets to ensure accurate inventory records.

Job Requirements/Qualifications:

  • Education or equivalent experience: BS in Computer Science/Information Technology/Network Engineering/CIT/Computer Engineering/Systems Engineering, Apple Certified iOS Technician, and work experience troubleshooting PCs and MACs in a high-pressured office environment.
  • Specialized knowledge or skills: Extensive knowledge of networks, hardware, printers, MS software, applications, and operating systems, cloud computing, and IT Service Management (ITSM).
  • Additional qualifications: Interested in improving productivity with computers; excellent hardware and software troubleshooting, problem solving and interpersonal skills.
  • Required attributes: Excellent communication skills.  Must be able to listen, understand, and speak with clarity to figure out the problem and to be able to explain the solution, if necessary.
  • Enthusiastic about being part of an organization that improves the lives and well-being for more than 270,000 hardworking individuals.
  • Overnight travel is required: Approx. 20%
  • Driver license required.
  • Excellent written and verbal communication skills.
  • Superior analytical, evaluative and problem-solving abilities.
  • Union experience preferred.
  • Able to work effectively in a team environment.
  • Can communicate clearly and effectively with business end-users. 

To Apply
résumé to hr@unitehere.org with the job title "Sr. Technical Specialist" in the subject line.

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.