Position Overview

As a Technical Support Specialist I, you will play a vital role in delivering exceptional technical support to our clients. Acting as both the first point of contact and a problem solver, you will assess and address client inquiries efficiently, providing technical assistance, troubleshooting issues, and escalating complex cases when necessary. Your responsibilities will include remote troubleshooting, incident management, proactive maintenance, and ensuring effective communication between clients and our company.

Essential Duties & Responsibilities:

Client Support & Coordination:

• Serve as the first point of contact for clients seeking technical support via phone, email, and web platform
• Assess client needs quickly and efficiently, providing immediate resolutions when possible or routing to the appropriate technician
• Create, track, and manage service tickets using a service desk ticketing system
• Maintain service level agreements (SLAs) by tracking engagement and ensuring timely responses
• Follow up with clients to confirm issue resolution and track service delivery success

Technical Support & Troubleshooting:

• Deliver technical support across multiple clients, understanding diverse IT environments
• Utilize remote desktop tools and troubleshooting techniques to diagnose and resolve issues efficiently
• Perform quick service tasks (e.g., password resets, filtering rule changes) with appropriate training
• Install, configure, and upgrade software and hardware components
• Provide proactive maintenance, monitoring systems to prevent potential issues
• Maintain and support client technology assets, including servers, clients, printers, wireless hardware, and network infrastructure

Incident & Service Management:

• Log, categorize, prioritize, and diagnose incidents while providing workarounds when necessary
• Escalate complex technical issues to higher-tier support teams
• Track progress between service teams to ensure quality and timely follow-ups
• Process service and change requests for new users, terminated users, and organizational changes

Training & Communication:

• Maintain accurate documentation of incidents, problems, and resolutions
• Assist in developing technical standards and workflows
• Train end-users and prepare training materials on hardware and software usage
• Provide guidance to clients on new systems, software, and IT best practices

Preferred Skills:

• Experience in a help desk, service desk, or technical support role; MSP experience preferred
• Strong knowledge of systems, software, and hardware troubleshooting
• Familiarity with Active Directory and ticketing systems
• IT certifications (e.g., CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator Associate) are a plus
• Strong customer service and troubleshooting skills
• Ability to communicate effectively, both verbal and written, with diverse individuals at all levels
• Resourceful, self-starter, and productive in a fast-paced, entrepreneurial environment
• Inquisitive mindset with a passion for learning and applying new technologies

Additional Requirements:

• Must possess a valid driver’s license and have reliable transportation, as travel to client sites may be required
• Must be able to lift up to 50 lbs. as needed for hardware installations

What's in it for You?

• Opportunity to work with a rapidly expanding tech company in the booming fields of IT and Analytics / AI, alongside some of the brightest in the industry
• Opportunity to work with cutting-edge technology in an engaging, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community
• Free snacks and an unlimited supply of coffee
• Social events such as happy hours, game nights, holiday parties, ice cream sundae bars, fancy coffee carts, company softball team, company bowling team, etc. 
• Competitive salary and benefits package including health, vision, dental, and life insurance