IT Support Specialist “Jack of all Trades”

[vc_row][vc_column][vc_acf field_group=”7332″ field_from_7332=”field_62b2df6892a3f” show_label=”yes”][vc_column_text]The IT Support Specialist will work with a diverse set of technology providing support to our clients. The ideal IT Support Specialist will be versed in both MAC & Windows, network and system support, and cloud technologies. They will provide user support at customer locations on assigned open tickets and work in collaboration with Company Clients. The IT Support Specialist is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfaction. The IT Support Specialist installs, troubleshoots and maintains an extensive variety of products and equipment. Identifies, analyzes, and repairs product failures, orders and replaces parts as needed, while determining and recommending which products or services best fit the customers’ needs.

Principal Duties of the IT Support Specialist include:

  • Troubleshoot Tier 2 & 3 technology issues including software, hardware, audiovisual, and networking issues.
  • Document solutions and work to provide excellent service and initiatives
  • Provide and share technical knowledge with client/support staff in the resolution of problems/requests related to the designated system.
  • Identify major incidents, outages and security incidents when they are happening. Develop and document resolutions or workarounds for incidents that lack documentation.
  • Actively promote a customer-oriented environment in which the client is treated professionally and courteously while actively promote a customer-oriented approach throughout IT Services.
  • Exhibit strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.
  • Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.
  • Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.
  • Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.

Responsibilities & Duties

Deskside Support which includes

  • Provide on-site support for deployment and security remediation functions
  • Gather analyze, and report end-user support trends
  • Provide desktop, application and network application incident resolution
  • Manage user installation and relocations requests

Asset Inventory Support

  • Conduct physical inventory of assets
  • Assist in receiving and receipting property
  • Transfer of property to other organizations
  • Process computer equipment for excess and disposition

Disposal Preparation Support

  • Ensure disposal policies and procedures are employed
  • Ensure every device is wiped/degaussed prior to site removal

Encryption Services

  • Administer and manage encryption tools application server
  • Ensure laptops are properly encrypted
  • Encrypt laptops discovered without encryption
  • Provide password recovery for encrypted device

Mobility

  • Provide Device support such as troubleshooting, OS update assistance, initial device configuration
  • Provide assistance with Hotspot/Laptop configuration

Wireless Services

  • Assist users with mobile communication devices (mobile phones, tablets, and laptops) with incident support tickets
  • Provide Tier 2-3 support in the field which includes hardware troubleshooting and OS reinstall

Service Center Services

  • Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
  • Provide remote support services for telework/home users
  • Support pre/post application releases

Qualifications & Skills

Mandatory:

  • Associates Degree
  • Experience with Google products such as Google Doc, Google Mail, Google Drive
  • Experience taking Tier 2-3 escalated support tickets
  • Office 365 administration and migration experience
  • VMware experience
  • Experience supporting Cloud-based technologies
  • Firewall administration and support
  • ConnectWise or other PSA Tool experience
  • Minimum 6+ years’ experience troubleshooting software and hardware in a customer service role
  • Minimum 3-5 years’ experience with iOS and Android phone operating systems
  • Minimum 3-5 years’ experience with Enterprise Mobility Management and Mobile Device Management solutions, VPN, and Citrix telework solutions
  • Minimum 12 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
  • High degree of technical proficiency
  • Excellent problem solving skills and analytical abilities

Desired:

  • EXPERIENCE WORKING FOR A MANAGED SERVICE PROVIDER**
  • Certification in Microsoft Operating Systems or 5 years relevant experience troubleshooting installing and configuring MS systems
  • Experienced with RMM technologies
  • CompTIA Networking +
  • CompTIA A+
  • Unix experience a plus

Salary: $70,000 – $85,000[/vc_column_text][/vc_column][/vc_row]