Technical Support Specialist

Job Title: Technical Support Specialist - Tier 1/Tier 2

Location: In-Office – Vertical IT Solutions

Employment Type: Full-Time

About Vertical IT Solutions

At Vertical IT Solutions, our mission is to provide reliable, secure, and forward-thinking IT solutions that empower businesses to operate efficiently and confidently. We strive to build long-term partnerships with our clients by delivering exceptional service, proactive support, and innovative technology solutions.

Our vision is to be a trusted IT partner known for excellence, integrity, and continuous improvement—supporting both our clients' growth and our team members' professional development.

Position Summary

Vertical IT Solutions is seeking a Technical Support Specialist to join our growing team. This role is based in our office and focuses on providing responsive, high-quality technical support to our clients through our ticketing system. In this role, you will be the frontline hero, providing vital assistance to users experiencing hardware, software, or network issues. Your expertise will help ensure seamless IT operations, empower users to work efficiently, and maintain the integrity of our IT infrastructure.

The ideal candidate is customer-focused, patient, and collaborative, with a strong desire to continue learning and growing within the IT industry.

Key Responsibilities

• Respond promptly to incoming help desk tickets and support requests.
• Diagnose and troubleshoot issues related to computer hardware, peripherals, and operating systems including Windows and macOS.
• Assist users with software troubleshooting across various applications, including Microsoft Office suite and specialized enterprise tools.
• Configure and support computer management tasks such as operating system updates, user account management, and device deployment.
• Support network connectivity issues by configuring VPNs, LAN connections, firewalls, and other network infrastructure components.
• Maintain and update IT support documentation, incident logs, and asset records with precision.
• Collaborate with IT teams to resolve complex infrastructure issues.
• Assist in maintaining security protocols by supporting firewall configurations and monitoring for potential vulnerabilities.

Qualifications & Requirements

• Ability to successfully pass a background check *Required*
• Active security clearance is a plus
• 2 years of professional IT support experience - Preferred
• Experience providing email management and support for clients (e.g., Microsoft 365, Outlook, email setup, migrations, troubleshooting, permissions, and spam filtering)
• Proven experience in technical support roles with strong problem-solving skills.
• Expertise in computer management including operating systems such as Windows and macOS.
• Understanding of computer networking concepts like LAN setup, VPN configuration, and firewall management.
• Proficiency in troubleshooting software issues within Microsoft Office applications and enterprise software environments.
• Familiarity with help desk tools such as Kaseya and Halo PSA or similar ticketing systems.
• Knowledge of IT infrastructure components including servers, hardware components, and network devices.
• Excellent communication skills to clearly explain technical solutions to non-technical users.
• Ability to prioritize tasks effectively in a fast-paced environment while maintaining a customer-focused attitude.
• Strong understanding of IT support best practices for desktop support and end-user assistance.

Certifications

• CompTIA A or equivalent certification *Required*
• CompTIA Networking - Preferred
• CompTIA Security - Preferred

Job Type: Full-time

Pay: $ $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Employee assistance program
• Paid time off
• Retirement plan

Experience:

• Technical support: 2 years (Preferred)

License/Certification:

• CompTIA A (Preferred)

Ability to Commute:

• Lake Havasu City, AZ Required)

Work Location: In person

Salary : $25