Description

Available position is either a junior or senior position depending upon applicant experience and skill set. Compensation to be aligned with role.

The IT Support Specialist Junior role will provide the first line of response to customer technical service requests placed by phone or E-mail. This role will be a junior role on the support team providing a first step for customer issue resolution before handing off more difficult tasks to senior team members. This role will also serve as a backup to the dispatch team member and may assist senior team members in various projects and duties as directed.

The IT Support Specialist Senior role is similar to junior with advanced task assignments and project opportunities. First line phone and e-mail support are provided as a backup only for the junior support team.

If requisite experience and skill set align, opportunity for placement at a more senior level status is available.

Duties and Responsibilities

• To provide first line response for customer end users requiring assistance with organizational computer system issues and problems
• Installation, diagnostics, and maintenance of organizational computer systems and hardware
• Installation, configuration, and troubleshooting of all business systems, hardware, software, and peripherals in accordance with documented process and direction of senior technical team
• Installation, configuration, and troubleshooting of Telecom and fax hardware and software
• Utilize available tools, including ticket management and documentation systems, to ensure adherence to established process
• Maintain accurate documentation of work and activities performed
• Provide technical support, training, diagnostics, and configuration remotely via phone or E-mail, as well as in person on site as needed
• Identify and meet customer needs by ensuring timely resolution of issues, escalating tickets to appropriate technical staff or partner vendors as needed
• Answer phones and dispatch tickets as required during high windows or as directed by senior technical team

Desired Skills / Attributes

• Previous Help Desk (telephone or deskside) support experience in a business end user environment strongly preferred
• Strong knowledge of common configuration of operating systems with emphasis on Windows 10 required. Experience with Mac, iPhone/Android devices, and Server 2012/2016/2019 helpful
• Strong knowledge of typical business environment hardware, including printers, network switches and cabling, internal PC components, and peripherals
• Experience with Telecom solutions helpful, 3CX preferred
• Experience configuring and troubleshooting Microsoft Office products, with an emphasis on Office 365, OneDrive, and SharePoint
• Experience installing and troubleshooting common business applications, including PDF readers, QuickBooks, web-based applications, etc.
• Experience using common IT tools, including TeamViewer, VNC, Remote Desktop, ticketing systems, anti-virus, backup solutions, etc.
• Strong understanding of common business system infrastructure, including server hardware and principles, network design, TCP/IP and LAN topology, telecom and fax, disaster recovery, and cyber security best practices
• Excellent customer service skills, both in person and over phone or E-mail
• Excellent communication and record keeping, and ability to work well within team environment
• Ability to remain organized, multitask, and focus on solving complex problems involving multiple facets of technical skill
• Industry relevant certifications, including MCP or A , helpful but not required

Work Environment Considerations

• Must be able to lift and carry up to 50 pounds in course of duty
• On site work may include work in crawl spaces, access areas, or utility access areas requiring attention to safety
• Requirement to install cabling and hardware in elevated areas, utilizing ladders and scaffolding
• On site work may require exposure to the weather, including rain and snow
• Up to 50% travel to customer sites as determined by customer needs.
• Valid drivers license and reliable transportation required

Job Type: Full-time

Pay: $16.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 3 years (Required)
• Active Directory: 1 year (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: In person