Technology Specialist -Experienced Support Technician - DoE

Job Description

Technology Specialist

The Technology Specialist collaborates with our Support Team to ensure that IT Managed Services Clients receive efficient and profitable services, consistently exceeding Client expectations.

To succeed in this role, the Technology Specialist must possess strong technical troubleshooting skills in networking, servers, computers, and mobile devices, and continually strive to enhance these skills. They will work with other team members to address incoming service requests promptly, aiming to minimize resolution time and increase the overall uptime of the Client’s technical environment. This may involve working across product lines and identifying areas within Client environments that pose risks to stability and security, suggesting solutions for remediation.

The Technology Specialist must be self‑motivated, driven to exceed Client expectations, and enthusiastic about contributing to the overall success of the Support Team. You will be responsible for communicating directly with Clients to resolve technical issues daily, requiring excellent verbal and written communication skills and the ability to explain moderately complex information to end users.

• Provide remote and onsite technical support daily.
• Take ownership of the Client experience by providing knowledgeable service in a timely manner.
• Consistently document information regarding the Client environment and incoming service requests for historical and troubleshooting purposes.
• Utilize the electronic ticketing system to accurately record work done and the time expended for each assigned ticket and service call.
• Actively strive to advance technical knowledge and professional certification across product lines.
• Participate in the deployment of new technology, software application installs/upgrades, and other project-related work as assigned.
• Perform other tasks as assigned by Management.
• Participate in the On Call rotation.

• At least 4 years of documented technical service experience, with progressively advanced technical support and troubleshooting in networking, server support, desktops, and mobile devices.
• Technical certifications are highly desirable, as is administrative exposure to IP and cloud phone systems.
• Ability to assess technical environments and make recommendations for improvements or enhancements that address the stability, security, and productivity of the environment.
• Very strong verbal and written communication skills, with the ability to explain technical concepts to others.
• Experience working with Connect Wise or other PSA software is beneficial.
• Highly self‑motivated with good time management skills.
• Effective team player.
• Very strong customer service orientation.

Please Note:Salary will be commensurate with experience and skill level.