It Support Specialist

Position Summary:

As Propark’s IT Support Specialist, you will be the first point of contact for our users when they encounter technical issues. You will provide essential Tier 1 technical assistance and support to resolve hardware and software problems, ensuring our users can work efficiently and effectively. 

Essential Duties and Responsibilities

• Key Responsibilities: 

  1. Help Desk Support: Respond to and resolve incoming support requests via IT Support ticket system, phone, email, or chat, delivering exceptional customer service. 
  2. Tier 1 Troubleshooting: Diagnose and resolve technical issues related to hardware, software, network, and peripheral devices. 
  3. Documentation: Maintain detailed records of support requests, troubleshooting steps, and solutions provided for future reference. 
  4. Software Installation and Updates: Assist with the installation, configuration, and troubleshooting of software applications. 
  5. Hardware Support: Provide basic hardware configuration and support for desktops, laptops, printers, and other peripherals. 
  6. User Account Management: Assist with user account setup, password resets, and access control. 
  7. Remote Assistance: Utilize remote desktop tools to provide support to clients when on-site visits are not necessary. 
  8. Knowledge Sharing: Collaborate with team members to share knowledge and develop troubleshooting best practices. 
  9. Escalation: Escalate complex issues to Tier 2 or Tier 3 support teams when necessary while ensuring timely communication with the client. 
  10. End-User Education: Deliver speculative technology recommendations based on end-user needs and educate clients on basic IT procedures and best practices. 

Non-Essential Duties and Responsibilities

•  Other ad hoc duties/projects as required related to IT support
  

Minimum Job Qualifications:

• High school diploma or equivalent. A degree or relevant certifications are a plus but not required. 
• 1-3 years of IT helpdesk experience and/or industry-standard certifications (ex. CompTIA A+, CompTIA Network+, CompTIA Security+, MS-900 or AZ-900)
• Strong knowledge of Microsoft Entra (Azure) Active Directory and Microsoft 365 admin center
• Knowledge of computer imaging and provisioning
• Strong passion for technology and a desire to learn and grow in the IT field. 
• Excellent communication and interpersonal skills. 
• Customer-centric mindset with a commitment to providing top-notch customer service. 
• Problem-solving skills and the ability to think on your feet. 
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications. 
• Willingness to work flexible hours and occasional weekends to provide support as needed. 

Physical Demands and Working Conditions (including but not limited to):

The physical demands of this position and the work environment characteristics described below are representative of those that must be met by an employee to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.

Physical Demands: the employee will be required to stand, walk, sit, use hands-to-fingers, handle tools or controls, reach with hands or arms, talk and hear. Employee must occasionally lift and/or move objects up to 25lbs.

What Propark will provide for you:

• Free Parking!*
• Amazing management team who will truly care about you.
• Phenomenal Benefits Package, including medical, dental, vision, and 8 supplemental insurances, including pet insurance!
• Paid Holidays, Vacation, Wellness, and a paid day off for your birthday!
• Opportunities to build a career – we are in a high growth trajectory and always try to hire from within first!

*Free parking at your Propark work location.

Propark is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.