SupportCenter Specialist

Position Summary

As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.

Hybrid

40 (Full-Time)

Less than 5%

• Handling customer technical support cases through phone and email submission
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service
• Provide superb technical support for:
• End-user devices: desktops, laptops, mobile devices, printers, scanners, etc.
• Desktop Operating Systems – Windows and MAC OS
• Software Support across various types of software (e.g., MS Office, POS system, accounting software, etc.)
• User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta, etc.)
• Cloud based (SaaS) systems – Microsoft 365, Windows
  365, etc.
• Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems
• Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording
• Ensure the user is updated on status of incident, informed of the solution, and satisfied with solution before closing ticket
• Provide case status updates to management and end-users according to service level guidelines
• Collaborate with higher level support functions to transfer actions undertaken for a smooth transition and knowledge transfer
• Provide guidance and help users solve common IT problems
• Create and maintain relevant processes, procedures, and knowledge article documentation
• Maintain knowledge and expertise by learning new technologies and achieving appropriate industry and professional certifications
• Performs miscellaneous job-related duties as assigned

Reports to:

Support Center Team Leader

To be successful in this position, the employee will have the following attributes

• Client-focused. You are empathetic and understand how to read people and situations to help clients meet their business goals. You are reliable at setting expectations and delivering on promises.
• Attention to detail. You pay meticulous attention to detail and strive for accuracy in all work.
• Scrupulous, ethical, and honest. You are trusted to be reliable and responsible in business dealings.
• Problem solver. You use your skills to fix root causes and aim for first-time resolution.

Skills

• Strong knowledge of customer service practices and procedures
• Strong interpersonal and communication skills; able to translate technical issues to non-technical people in written, verbal, and non-verbal forms
• Developed troubleshooting and diagnostic skills
• Ability to function in a non-scripted helpdesk environment
• Experience providing remote support via remote tools
• Knowledge of Microsoft Windows Desktop Operating systems, Microsoft 365, collaboration tools, virus protection, and related technologies

Desirable

• Knowledge of Microsoft Windows Server products (2012 R2, 2016, 2019) and Microsoft Azure cloud services
• Networking technologies and concepts (TCP/IP, Wireless, Security)

Qualifications

Mandatory

• High school diploma or GED
• CompTIA A+

Desirable

• HDI – Support Center Analyst (HDI-SCA)
• ITIL v4 Foundations or Knowledge Centered Service (KCS) Principles and Foundations
• CompTIA Network+, CompTIA Security+
• Microsoft 365 Certified:
  Fundamentals
• Microsoft 365 Certified:
  Modern Desktop Administrator Associate

Experience

Mandatory

• 2+ years of Service/Help Desk experience providing IT support
• Experience working cooperatively in a team environment with other support groups via phone, email, and chat tools
• Comfortable working a shift that falls between 10:00 AM and 9:00 PM to provide late-day coverage in a 24/7/365 operation

Desirable

Managed Service Provider (MSP) experience in a service desk role

• You will have opportunities for growth and development within the company.
• You play a key role in helping others succeed and…