Help Desk Tier I

Job Summary:

Softrim is a leading technology services provider with Managed IT and Low Voltage offerings. We have offices in Alpharetta GA, Raleigh NC, and Estero FL.

We are looking for a Service Desk Specialist to support the company's MSP clients nationwide. The candidate should have experience with troubleshooting networks, desktops, and servers, and also possess exceptional customer service and communication skills.

This position will also require up to 25% travel to primarily local client sites.

Responsibilities:

• Provide Tier 1 technical support to customers remotely via phone and the ticketing system (ConnectWise) (including up to 25% onsite support)
• Provide customers with technical expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions
• Maintain and utilize a superior knowledge of computing, networking, software, and information security best practices

• Troubleshoot technical issues such as Windows, macOS, Citrix Xen App, Microsoft Office, M365, OneDrive, Teams, telephony, fax, mobile devices, malware/virus, network printing, scan to email/folder, network/wireless, access points, etc.
• Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues, including wireless and ISP vendors
• Administer Microsoft Active Directory, Email/O365 user accounts, computers, telephony user provisioning, voicemail password reset
• Install or upgrade the operating system, software, peripherals
• Continuous learning and support of all technologies used in Softrim's typical client locations including VoIP, Electronic Access Control, Surveillance, Nurse Call, and Audio Video systems

• Work directly with Senior Service Desk and IT Specialists for advanced incidents requiring escalation
• Maintain an open line of communication regarding events, outstanding issues, and customer follow-up
• Cooperate with project teams to prepare and stage hardware (laptops, desktops, switches, firewalls, access points, etc.) for field deployment

• Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP
• Maintain technical documentation and notify management of any information that requires an update, including assisting with identifying gaps in documentation and collecting missing information
• Accurately record all-time and notes for work performed following company standards

• Other duties as assigned

Requirements:

• At least 1 year of working experience in an IT supporting role
• General knowledge of computer hardware, enterprise applications (MS Windows, Office, Adobe), networking, and troubleshooting
• Knowledge of enterprise software products such as MS Office 365 applications

• Excellent customer service, communication, and interpersonal skills
• Exceptional analytical and problem-solving skills
• Collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills
• Ability to adapt and respond to changing work situations and environments

Desired Skills:

• CompTIA A+, Network+, Security+, HDI, ITIL certifications
• IT Degree

Employment Terms:

Full-time, Non-exempt, Hourly. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:00 p.m. (but we are also looking for candidates with flexibility to work earlier or later hours), Monday thru Friday, excluding company-observed holidays. Limited after-hours work may be required.