IT Technical Support Professional
2 weeks ago
We are seeking a skilled Technical Support Specialist to join our team. As the primary point of contact for technical issues, you will be responsible for providing timely and professional assistance to users via various channels.
Your role will involve triaging and resolving Tier 1 issues, escalating unresolved items as needed, and providing support on desktop/laptop issues, mobile device setup, email configuration, and printer issues.
You will also be responsible for configuring and deploying new Windows devices using Autopilot and Intune policies, and providing remote support via Splashtop.
In addition, you will log all support interactions and resolutions, monitor ticket queue, and ensure tickets are responded to and closed within SLA expectations.
Key qualifications include an associate degree or equivalent experience in Information Technology or a related field, prior experience with device provisioning and user account administration, and demonstrated experience supporting Windows environments and Microsoft 365.
This is a full-time position with a strong emphasis on service, ownership, and consistency. If you have excellent communication and customer service skills, and are self-motivated with the ability to prioritize and take ownership, we encourage you to apply for this exciting opportunity.
Key Responsibilities:- Provide technical support to users via phone, email, Teams, and Atera ticketing system
- Triage and resolve Tier 1 issues; escalate unresolved items after 1 hour of investigation/troubleshooting
- Configure and deploy new Windows devices using Autopilot and Intune policies
- Support end-users on desktop/laptop issues, mobile device setup, email configuration, MFA setup (Microsoft Authenticator), and printer issues (Windows Print Server)
- Log all support interactions and resolutions with attention to detail and within SLA expectations
- Associate degree or equivalent experience in Information Technology or related field
- Prior experience with device provisioning and user account administration
- Demonstrated experience supporting Windows environments and Microsoft 365
- CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar
- 2–4 years in a help desk or technical support role
The ideal candidate will have strong communication and customer service skills, be self-motivated with the ability to prioritize and take ownership, and have excellent documentation and organizational abilities.
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