Technical Support Specialist

We are on the lookout for a proactive and tech-savvy Technical Support Specialist to join our dynamic IT team. In this role, you'll be the go-to person for resolving technical issues, supporting end-users, and maintaining our IT infrastructure. If you enjoy troubleshooting, helping others solve their tech problems, and working in a collaborative environment, this position is perfect for you. Bring your passion for technology and customer service to help keep our systems running smoothly!, * Provide technical support to users across various platforms, including Windows, macOS, and Linux operating systems.

• Troubleshoot software issues related to applications like Microsoft Office, help desk tools such as ServiceNow and Jira, and network problems involving LAN, VPN, firewall, DNS, TCP/IP, and network administration.
• Manage computer hardware setups, installations, upgrades, and repairs to ensure optimal performance.
• Assist with desktop support tasks including user account management via Active Directory and Group Policy Objects (GPO).
• Support IT infrastructure components such as Microsoft Windows Server environments and Cisco Meraki network devices.
• Help maintain security protocols by configuring firewalls, VPNs, and monitoring network activity to prevent unauthorized access.
• Collaborate with team members to analyze issues using tools like BMC Remedy and SCCM, ensuring timely resolution of tickets and requests., General Purpose: Support the company technology infrastructure and provide day-to-day technical support to employees, assisting with hardware, software, and connectivity issues while ensuring a smooth and positive user experience., * Provide Tier 1/2 support for end users by troubleshooting Windows OS and Microsoft 365 in an Azure environment, including Azure AD, OneDrive, and InTune. Also support company approved PC related software and business applications.
• Assist users with account access, password resets, and sign in issues across platforms.
• Identifies, investigates, and resolves users' problems with computer software, hardware, and mobile devices.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software applications, connectivity, printing, and similar concerns
• Consults with users to determine steps and procedures taken to identify and resolve the problem
• Applies knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Collaborates with other staff to research and resolve problems
• Prepares for new employee by setting up hardware and system access
• Manages the process for departing employees
• Maintains remote user device management solutions (MDM Services) to include usage security/deployment profiles, licensing, application distribution, etc. as necessary.
• Manages company mobile communication devices including mobile phones and tablets as necessary.
• Maintains company networks including interoffice (wired and wireless) as well as wide area interconnecting offices.
• Maintains IP office and other phone systems as necessary.
• Maintains knowledge of technology innovations and trends
• Performs other related duties as assigned
• Evening, weekend, and holiday hours may be required
• Travel to other company branch offices as needed (Approximately 10% of the time).

• Proven experience in IT support or help desk roles with a strong background in technical troubleshooting.
• Knowledge of computer networking concepts including LAN, WAN, DNS, TCP/IP protocols, and network security measures.
• Familiarity with operating systems like Windows (including Windows Server), macOS, and Linux.
• Experience managing computer hardware components and software applications such as Microsoft Office Suite.
• Ability to use remote support tools like ServiceNow, Jira, and BMC Remedy effectively.
• Strong communication skills to explain technical information clearly to non-technical users.
• Analysis skills for diagnosing complex issues related to IT infrastructure or software applications. Join us as a Technical Support Specialist where your expertise will keep our technology running seamlessly while providing exceptional support to our users worldwide, * 2-4 years experience in IT support or customer-facing IT roles
• Familiarity with IT hardware and software including Windows OS, O365, Azure, Google Workspace, IBM MaaS (MDM), Barracuda, and BitDefender, preferred
• Ability to train others on company hardware and software, both face to face and via phone.
• Strong communication and documentation skills
• Customer-focused mindset
• Strong troubleshooting and problem solving skills
• Ability to maintain confidentiality of sensitive information; understanding of HIPAA preferred
• Ability to prioritize tasks based on business impact and defined metrics
• Appropriate computer science related education and/or experience.

• 401(k)
• Dental insurance
• Paid time off
• Vision insurance