IT Support Specialist

Responsibilities

• IT Support related to technical issues involving Microsoft’s core business applications and operating systems.
• Onsite and Help Desk user support, involving some local travel to client locations.
• Technical support at the server level:
  Active Directory, DNS, DHCP, and IIS.
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Set-up new computer equipment based on a standard configuration.
• Support of disaster recovery solutions.
• Monitor the remote monitoring and management system alerts and notifications to provide proactive system maintenance and respond via service tickets.
• System documentation maintenance and review in Connect Wise & IT Glue.
• Communication with customers: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

• Improve customer service, perception, and satisfaction.
• Fast turnaround of Customer Requests.
• Ability to multi-task.
• Work in a team and communicate effectively.
• Ensure requests are routed to the proper resource for quick resolution.
• Escalate service requests needing engineer level support, following ticket to resolution.
• Responsible for entering all time and expenses in Connect Wise as they occur.
• Enter all work as service tickets in Connect Wise.
• Understand processes in Connect Wise by completing assigned training materials on the Connect Wise University.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: telephony skills, communication skills, active listening, and customer-care.
• Diagnostic skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self‑motivated with the ability to work in a fast-moving environment.
• Clear working knowledge of Connect Wise, Lab Tech, Webroot, and Datto is a plus.
• Travel to client’s locations as needed (must have reliable transportation).

• 401(k) with matching.
• Company car.
• Employee discounts.
• Health insurance.
• Paid time off.