On-Site IT Systems Pro Mentorship

Computer Systems Support Specialist - On-site

Aqueity is looking for a skilled Computer Systems Support Specialist who is responsible for providing technical support and troubleshooting services to our clients. The role supports and resolves issues related to workstations, printers, servers, networks, Microsoft 365, and vendor‑specific hardware and software. This position requires strong technical aptitude, excellent customer service skills, and the ability to diagnose and resolve a wide variety of IT issues in a fast‑paced Managed Services environment.

• Provide IT support for Microsoft core business applications, operating systems, and cloud services
• Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provide basic remote access solution implementation and support: VPN, remote services, and Citrix
• Support disaster recovery solutions
• Resolve service requests during the first phone call if possible, and escalate when needed
• Quickly and correctly identify the user’s issue and recommend the most efficient solution
• Handle difficult situations calmly and with confidence

• Monitor remote monitoring and management system alerts and respond via service tickets
• Triage and classify incoming service requests by gathering information
• Document and track all required information to support accurate ticket reporting
• Answer all web‑based inquiries and phone calls within the Service Desk’s response time goals
• Communicate with customers about incident progress, upcoming changes, or outages
• Maintain good organization and follow each user issue through to completion

• Display empathy for technology users and their challenges
• Patiently walk users through troubleshooting steps
• Maintain a positive and friendly attitude toward all team members and users
• Improve customer service perception and satisfaction

• Document basic support processes and recurring issues
• Escalate recurring issues to next‑level support engineers as needed

• Productively fill downtime to improve technology infrastructure and processes
• Proactively suggest solutions to recurring user or technical issues
• Contribute ideas to enhance service quality and efficiency

• Work collaboratively within a team environment
• Communicate effectively with peers and escalate when appropriate

• Minimum high school diploma required
• 2+ years of experience in an end‑user technical support role or equivalent combination of education and experience
• Experience working with an IT managed services provider or IT consulting firm strongly preferred

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Strong problem‑solving and diagnostic skills with the ability to think outside the box
• Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services
• Technical awareness to match the right resources to technical issues
• Typing proficiency to ensure quick and accurate service request entry
• Able to multi‑task, adapt to change quickly, and manage competing priorities
• Strong verbal and written communication skills
• Ability to translate technical language into user‑friendly explanations and action items
• Self‑motivated and able to thrive in a fast‑paced environment
• Detail‑oriented documentation skills
• Able to lift 40 lbs. of computer equipment

• Experience with Connect Wise and/or Kaseya
• CompTIA A+
• Microsoft MTA/MCSA
• Other relevant IT certifications

• Competitive salary based on experience
• Health, dental, and vision insurance
• Performance‑based bonuses and incentives
• Supportive and collaborative work culture
• Professional growth and advancement opportunities
• On‑the‑job training and mentorship