It Support Specialist

Position Overview

IT Support Specialist role is expected to provide top notch customer service to our clients. This relates not only to the technical skill set but also to treating people in a courteous and professional manner. You will interact with a variety of personalities daily, via email, phone calls, texts, and tickets. It is your responsibility to do your best to understand the client's request and ensure you are evaluating it from multiple viewpoints to provide the best possible outcome. The Support Specialist will report directly to the Director of IT Operations.

Responsibilities

• Receive support requests via phone, email, and ticketing system
• Troubleshoot, diagnose, and resolve hardware, software, and network issues
• Follow up with end users via phone, email, or ticketing system to ensure that issue has been resolved
• Bring attention to reoccurring issues and work with team members on solutions
• Proactive maintenance, documentation and testing of client network environments using our toolsets deployed at client sites
• Maintain accurate documentation
• Be professional in all written time logs and documents
• Time to be entered accurately each day

Requirement / Expectations

• Good attendance
• Area at home for purposes of work with minimal distractions

• Quality internet connection
• Cell phone (Apple or Android) in good working order and hot spot functionality (Apps loaded: Email, Teams, Softphone, AutoTask PSA, etc.)
• Team Participation

Qualifications

• High School Diploma or equivalent
• At least one of the following industry certifications is preferred

• CompTIA Network+
• Microsoft Certified Solutions Associate (MCSA) Desktop MCTS for Office 365
• Microsoft Office Specialist (MOS)
• Cisco Certified Entry Network Technician (CCENT) or higher

• Minimum of 2 years' experience supporting and installing Windows Desktop operating systems (Windows 10 and above)
• Minimum of 1 years' experience performing entry level Server/network administration (Windows Server 2016 and above)
• Advanced knowledge and proven record deploying and supporting Microsoft Office applications (Minimum Office 2016 / Office 365 preferred)
• Good understanding of the following protocols and networking services: TCP/IP, DNS, DHCP, Layer 2 and Layer 3 Switching
• Proven troubleshooting and diagnostic skills
• Ability to communicate with users over the phone and provide remote support using a variety of remote support tools
• Autotask PSA and Datto RMM or other incident management software experience desired
• Must be a detail-oriented self-starter- function autonomously, with minimal supervision
• Strong team player

• Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
• Strong customer service orientation
• Demonstrated dedication to consistent quality
• Possess valid and clear drivers' license and have access to a good working car and/or other form of reliable transportation as required

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

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

Compensation package:

• Hourly pay

Experience level:

• Under 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote