Support Specialist

Job Description

Position Title: Support Specialist

Job Description: This Support Specialist is responsible for providing both remote with the possibility of onsite support to Novus Insight’s clients. Novus Insight’s headquarters is in East Hartford, CT. This position is an in-office, remote support team position.

• Collaborative, high-tech, and engaging culture
• Medical/dental/vision/company-paid life/voluntary life/STD/LTD/pet insurance!
• Generous PTO and flexible schedules
• Safe harbor 401k contribution and company match
• Skills development, training, mentoring opportunities, and tuition reimbursement
• Profit sharing
• Referral and spot bonuses
• Apprenticeship program – we grow our own!

• Provides support to employees and customers in resolving complex or escalated technology issues
• Troubleshoots software and hardware issues on laptops, desktops, tablets, smartphones, servers, and or/network equipment
• Installs new software releases and system upgrades
• Monitors system configuration to ensure data integrity
• Resolves software related problems
• Assists in developing standard information technology procedures
• Provides assistance to the client organization's computer users through phone, email, or in-person visits when applicable
• Analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutions
• Assists with the installation of new hardware and software and help train employees on its use
• Assists in the maintenance and inventory of client equipment, consisting of but not limited to PCs, monitors, phones, laptops, printers and other components
• Configures and assists to maintain Office 365 environments:
  One Drive for Business, SharePoint, Exchange Online, Azure AD, Microsoft Teams, Security and Compliance Center
• Self-motivated and self-directed with the ability to independently prioritize and execute tasks in a fast-paced environment while maintaining a positive attitude.
• Manage tickets through the PSA/ticketing platform.
• Support endpoint security solutions.
• Monitor and respond to RMM alerts.
• Configure and troubleshoot firewalls, VPNs, and network devices.
• Maintain cybersecurity best practices and assist with compliance requirements
• Responsible for managing daily workload, prioritizing support tickets, maintaining accurate and timely time entries, and ensuring all work is completed within established service level agreements.

• Education:
  
  Associate’s Degree in technology field, or equivalent experience preferred
• Experience:
  
  1-5+ years’ experience in providing technical support. Previous experience is a must.
• Skills:
  
  Advanced computer skills.

The person in this position needs to frequently move about inside the office. Continually operates a computer. Requires the ability to manipulate small parts. The person in this position continually communicates with individuals; must be able to exchange accurate information in these situations. Must be able to view electronic information. Occasionally moves equipment. Possibility of travel to client site(s).

Generally normal conditions with reasonable workstation flexibility. Moderate noise (business office with computers and printers, light traffic).

Manage Others:
No

Job Type: Specialist

Employee Type:
Non-Exempt, Full Time

Travel:
Frequently (mileage reimbursement provided)

Compensation:
From $55k+, based on qualifications

Relocation:
No

With administrative offices located in East Hartford, CT and Jacksonville, FL – Novus Insight is a resource that leads and inspires innovation through state, regional, and national partnerships in information technology. We help smaller organizations “get out of the IT business” with managed services and IT leadership. For larger organizations with internal IT teams that are seeking critical skills or capabilities, Novus Insight can provide IT consulting, project support and management.

The Novus team ha