Sr. Support Specialist

Job description

Job description

Description: A Senior Technical Support Specialist, or an Sr. IT Support Specialist, is responsible for assisting customers with technical issues or questions relating to computer hardware or software devices. Their duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing hardware or software on their computers.

Primary Responsibilities:

•    Install and configure computer systems and applications within the company

•    Respond to customer inquiries and assist in troubleshooting and resolving challenges

•    Actively update, maintain and monitor all aspects of computer networks

•    Resolve technical issues related to network, system, and equipment hardware interruptions

•    Attend in-person and remote meetings with clients to analyze, troubleshoot and diagnose hardware problems

•    Maintain a working log detailed all required system updates, as well as the date of completion

•    Organize and file documentation pertaining to warranties and instructional guides for computer hardware

•    Assist management in creating training materials pertaining to computer troubleshooting and usage

Secondary Responsibilities:

•    Must have great communication skills and update tickets in our ticketing system so all parties are aware of the current status of issues you are working on

•    Must always provide a professional, courteous and rapid response to users

•    May need to provide onsite coverage for days or weeks at a time

•    Maintain personal and professional development to meet the changing demands of the business, participate in appropriate training activities

•    Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job

•    All documentation is complete, thorough, accurate, timely, legible, grammar and spelling are appropriate, guidelines for that particular document are followed, and signatures and dates are affixed where required

•    Maintains good relationships with peers and his/her supervisor, and maintains appropriate boundaries with all persons with which he/she comes in contact during work time.

•    Schedule is kept consistently and timely, with minimal absences, and minimal tardiness

•    Travel to Client sites may be required to provide support (company car provided)

Skill Requirements:

•    An associate's degree in computer science, CompTia A or related certification, or similar position experience is required.

•    1-3 years of relevant experience in a customer focused position involving technical knowledge of a companies' products and services

•    Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

•    Comfortable working in and assisting others through company help desk software.

•    6 months experience with remote access desktop programs

•    Accept constructive criticism and customer feedback regarding their experience with software or IT services

•    Extensive experience working with different operating systems including Windows and Mac OS

•    Professional written and interpersonal skills are essential when communicating with customers and clients

•    Ability to prioritize and manage several milestones, tasks, and objectives efficiently

Skill Preferences:

•    Industry-specific certifications in relevant systems, hardware, and/or software is preferred.

•    MSP or ticketing system experience such as ConnectWise, Zendesk, or AutoTask

Position Req / Certification:

•    3 years minimum experience

•    Certs: 1 of the following required

o Microsoft 365 Certified: Modern Desktop Administrator Associate

o Microsoft Certified Solutions Expert

o Microsoft Technology Associate MTA IT

o Microsoft Teams Support Engineer Specialty

o CompTIA A / Network / ITF / Security

•    Microsoft Certified IT Professional

Key non-technical skills:

•    Comfortability with travelling when needed in local SE Michigan area.

•    Highly self-motivated and directed, with keen attention to detail in a faster paced environment.

•    Proven analytical and creative problem-solving abilities that fit both client and company requirements.

•    Customer oriented and ability to communicate with the clients in a clear and concise manner.

•    Provide guidance and limited training with clients on how their technology works.

•    Open to learning new things and remaining flexible in technology changes or processes.

•    Excellent planning, documenting, and organization skills with an ability to prioritize multiple tasks.

Benefits:

•    401(k)

•    401(k) matching

•    Dental insurance

•    Health insurance

•    Life insurance

•    Paid time off

•    Vision insurance

Experience level:

•    Help desk: 1 year (Preferred)

•    Windows: 1 year (Preferred)