Support Specialist

GENERAL DESCRIPTION OF POSITION 
 
Under general supervision of the IT Services Supervisor, the IT Support Specialist I is a key role in delivering on our fully managed IT Services suite of products. This position provides our customers with first level support and trouble resolution so they can focus on running their business. IT Support Specialists are an essential component of our company brand to deliver world class IT service support. 
 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Troubleshoot and resolve end-user laptop/desktop PC issues. 

• PC/Laptop Repair includes cloning hard drives and hardware diagnosis. 

• Set up new computers and user accounts in a domain environment. 

• Administer existing Active Directory Environments 

• Configure and deploy Printers / MFPs 

• Report computer issues to vendor support, working through diagnostics and implementing the solution. 

• Ensure the confidentiality and security of all information. 

• Diagnose and resolve user software issues, printing, email, internet, wireless and local area network access problems. 

• Coordinate timely repair of equipment remotely or onsite as needed. 

• Ability to prioritize service tickets by urgency. 

• General assistance with Microsoft Office Suite: Word, Excel, Outlook, Power Point, and Access 

• Troubleshoot various types of clients’ specific software. 

• Troubleshoot failed backup jobs. 

• Troubleshoot low disk space issues. 

• Respond to on call pager as part of team pager rotation. 

REQUIREMENTS  

• High school Diploma, some College, completion of Technical School preferred 

• At least two years of experience in Customer Service, Tech Support or similar preferred 

• Any equivalent combination of education and experience  

• Entry level CompTIA Certifications preferred. 

• Experience working with MSP companies (preferred) 

MUST HAVE SKILLS

• Strong English verbal and written communication skills in a professional environment 

• Experience and understanding working with Windows computers, printers, scanners, and copiers in a network environment. 

• General assistance with Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook 

• Set up new computers and user accounts. 

• Troubleshoot Groups, Teams, Sites, and Distribution Lists in MS365 

• Troubleshoot shared resources, and delegate mailboxes in MS365. 

LIKE TO HAVE SKILLS

• Administer maintenance activities such as operating system and application software patching. 

• Foundational knowledge of TCP/IP protocol, Internetworking, File sharing, DNS and Email 

• Troubleshoot various types of clients specific software. 

• Manage User, Groups, Group Policies and Computer Objects and Organizational Units in AD and Azure AD 

• Understanding Common Ports and Protocols (e.g., DHCP, DNS, FTP, SMTP, HTTP(S)) 

• Create and troubleshoot mail filtering policies. 

• Troubleshoot, Manage and Configure, File Sharing, NTFS Permissions, and Printer Sharing 

QUALIFICATIONS  

• Strong communication skills, including the ability to translate technical information into layman’s terms. 

• Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue 

• Ability to adapt and accept challenges in a fast paced, dynamic environment 

• Demonstrated written and verbal two-way communication skills 

• Strong commitment to providing quality service 

• Excellent and reliable attendance record 

• Strong interpersonal skills 

• Possess a positive attitude and be able to fit in well within a strong team 

• Ability to successfully prioritize service issues based on multiple competing objectives 

• Willingness and commitment to ongoing learning and development