Technical Support Specialist

The Customer Support Specialist is an integral part of the IT Help Desk team and serves as the first point of contact for all IT endpoint support issues across the company. Collaboration among team members and the formation of relationships with customer base are keys to maintaining our current level of an exceptional customer experience.

Responsibilities

• Provide Level One technology support via calls and tickets including incident management, diagnosis, escalation, tracking and resolution to office and remote personnel.
• Actively monitor regional office and jobsite networks. Identify potential issues and proactively work towards resolution.
• Moderate Active Directory administration including user account creations.
• Moderate Microsoft Exchange administration including mailbox and calendar creation.
• Dispatch service vendors for hardware warranty items as directed by the organizations procedures.
• Document all support activities in a ticket tracking database.
• Work within documented SLA s regarding call backs, escalations, status updates and resolutions.
• Work closely with other IT Teams to resolve incidents or determine when escalation of a support issue is necessary.
• Actively participate in security efforts and remediate endpoints and user accounts that may have been compromised
• Assist in developing documentation to improve communication and service delivery.
• Follow established processes and standards. Identify and propose potential process improvements.
• Opportunity for additional projects and responsibilities to contribute to professional growth.

• Qualifications Desire to provide excellent customer service and positive support experience for customers.
• 1-2 years of previous help desk experience preferred.
• Bachelor s or Associate s degree preferred, but not required.
• Ability to communicate in a clear and concise manner in all verbal and written communications.
• Excellent analytical and problem-solving skills.
• Intermediate knowledge of networking, computer hardware, identity management software and cloud computing required.
• Knowledge of Active Directory, Microsoft Exchange, Microsoft Office including Outlook, Windows 10/11, and Office 365.
• Desire to provide online learning or training for customers
• High level of professionalism.
• Desire to work with other IT Teams and the ability to work independently in an efficient and effective manner.
• Strong time management and organizational skills including the ability to successfully multitask.
• Motivated to acquire and develop new knowledge and skills.
• Experience preferred with Mobile Device Management (MDM) software and supporting mobile devices
• Experience preferred with video conferencing hardware and software