Job Summary:

Softrim is a leading technology services provider with Managed IT and Low Voltage offerings. We have offices in Alpharetta GA, Raleigh NC, and Estero FL.

We are looking for an IT Specialist to maintain a hybrid on-site presence to support MSP clients in the Chicago area. The candidate would assist corporate users on-site and provide remote help desk support for the client’s satellite offices as well as other senior living communities in the area. The candidate should have working experience with Microsoft technologies and systems, networking, troubleshooting skills, and exceptional customer service and communication skills.

Responsibilities:

• Provide Tier 1-2 technical support to both on-site users and remote users via phone, web-based tools, and email
• Act as a liaison between users and remote Tier 2-3 team members and assist remote team members with service delivery, projects, and requests

• Assist with and solve technical issues relating to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and other technologies
• Develop and maintain technical expertise on desktop technologies, peripherals, networking, and cloud-based solutions.
• Support and implement Wi-Fi access points and Ubiquiti, other network infrastructure, WAN, LAN, and Firewalls (e.g., SonicWall)

• Evaluate, recommend, and execute new technologies to ensure optimal desktop infrastructure and network performance
• Perform preventive and proactive maintenance and support as needed

• Document all work performed in the ticketing system (ConnectWise)
• Accurately record all-time and notes for work performed following company standards
• Maximize billable status for work performed

• Other duties as assigned

Requirements:

• Associate degree or equivalent experience
• Working knowledge of IT and hands-on experience with networking, desktop technologies, and troubleshooting
• Hybrid on-site with major MSP clients in Chicago area but travel to other client sites occasionally required (around 10-20%)

Desired Skills:

• Network , Security , ITIL, Microsoft certifications are a plus.
• Working knowledge of ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation

• Ability to handle client interactions professionally and respectfully
• Strong customer service and client management skills
• Strong written, verbal, and interpersonal skills