IT Support Specialist
2 weeks ago
This is a remote position.
SUMMARY
JOB RESPONSIBILITIES
- Provide technically accurate and user-friendly solutions to basic end-user requests, ensuring efficient and effective resolution.
- Manage and support Active Directory (AD) tasks, including user management, permissions, and group policies.
- Troubleshoot and resolve printer-related issues, ensuring minimal disruption to user productivity.
- Address and resolve email-related issues, ensuring seamless communication for end users.
- Offer application support, assisting users with software-related challenges and ensuring proper functionality.
- Handle new user creation processes, ensuring timely account setup and proper configuration.
- Manage user offboarding requests, including account deactivation and data transfer as needed.
- Build and set up workstations and laptops, ensuring that devices are configured according to company standards.
- Diagnose and troubleshoot technical issues across various platforms, providing effective solutions to restore functionality.
- Meet or exceed daily utilization goals, maintaining high productivity levels.
- Ensure high user satisfaction by delivering prompt, professional, and effective support.
- Stay informed about the latest technology trends, tools, and best practices to continuously improve service delivery.
- Occasionally travel onsite to perform tasks that cannot be completed remotely, ensuring that all client needs are met.
- Performs other duties as assigned to support the overall objectives of the department and organization.
QUALIFICATIONS
- Minimum 3 years of experience in a technical support role, providing hands-on support for end-users and troubleshooting a variety of IT issues.
- Prior experience in a Managed Services Provider (MSP) or multi-client environment.
- A positive attitude, with the ability to remain calm and professional under pressure, ensuring a pleasant experience for users even in challenging situations.
- Exceptional problem-solving skills, with the ability to quickly diagnose issues and develop effective solutions to resolve technical challenges efficiently.
- A strong passion for continuous learning, with a voracious appetite for acquiring new knowledge and staying up-to-date with the latest technologies and industry trends.
- Ability to thrive in a fast-paced, high-pressure environment, managing multiple priorities while maintaining a high standard of service and meeting deadlines.
- Strong written and verbal communication skills, with the ability to clearly explain technical issues to non-technical users and document issues accurately in ticketing systems.
- Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) is a plus, with the ability to efficiently manage and track support requests in a fast-paced setting.
- Relevant certifications such as CompTIA A+, Microsoft 365, Network+, or CCNA are highly desirable, demonstrating technical expertise and commitment to professional development.
- Team-oriented mindset, with a collaborative approach to problem-solving and a willingness to support colleagues and contribute to team success.
- Attention to detail, ensuring that issues are accurately identified and resolved, and that all documentation is thorough and up to date.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
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