End User Support Specialist

• Work assigned client tickets that can be resolved in-house in a detailed and efficient manner. This is done by over-the-phone assistance, logging into client machines remotely, and traveling onsite.
• Perform account terminations, application support/vendor liaison, active directory, and file permission changes.
• Work on computer performance issues and email configuration/changes.
• Handle minor firewall changes and network connectivity troubleshooting.
• Document and record time for all actions taken when working or resolving customer issues in the RMM system.
• Triage incoming service tickets following the ETS process guidelines.
• Assist in creating documentation and procedures as you see the need.
• Be proactive in seeking additional duties and responsibilities.
• Participate in the on-call rotation.

Essential Skills

• Effectively communicate with clients and ETS team members. Communication is key to our success.
• Be innovative and consultative when working with clients. The value of ETS comes not only from solving the client’s issues but helping to avoid reoccurring issues.
• Balance responsibilities to ensure efficiency.
• Think about the best ways to organize your work to drive efficiency and deliver high-quality and responsive support to our clients.
• Collaborate with team members on projects and issues. Provide and receive training as necessary.

Expectations & Professional Growth

• Follow ETS policies, procedures, and service delivery expectations to ensure consistency.
• Work scheduled hours Monday through Friday between 8:00 AM and 5:00 PM, with possible after-hours support.
• It is expected you will continue to grow as a team member through continued education (certification plan), research and study, and interaction with other professionals and leaders.

• It is desired that you have a minimum of an associate degree in a related technical field, but not required.
• There are company-specified certifications you must achieve to be in this position.
• Having one year of experience in a related technical role is required.
• This position requires completing process and technical training during your first 30 days. These requirements involve shadowing team members, client communication expectations, and specific technical skills/knowledge. This will be outlined in your onboarding schedule. Technical skills and knowledge involve but are not limited to, active directory, email configuration, OS troubleshooting, software installation/troubleshooting, and basic networking., * Associate (Preferred)

Experience:

• technical: 1 year (Required)

License/Certification:

• CompTIA Network+ (Preferred)
• CompTIA CySA+ (Preferred)

Ability to Commute:

• Miamisburg, OH 45342 (Required)

Pulled from the full job description

• Paid training
• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching, We offer a competitive total rewards program that includes:
• A management team that cares about you and your career growth
• Competitive Health Insurance package
• Dental & Vision insurance
• Competitive PTO and flexible work schedule
• Retirement plan (401K) with company match
• Company paid certification exams, training materials, and online training tools

Purpose Statement and Core Values

Reshape the experience for clients and team members.

• Continued Growth: ETS places a strong focus on each team member continually growing both professionally and personally.
• Honest Communication: ETS places a strong focus on consistent and honest communication between all team members and clients.
• Deliver “Wow” through Service: ETS provides Stress Free IT managed services, which promises an experience that goes above and beyond our clients’ expectations.
• Honor your commitments: ETS team members are expected to honor their commitments to our clients and company.
• Respect and Serve Others: ETS is founded on biblical based principles and places a strong focus on team members serving others and giving back to our community.
• Innovation: ETS places a strong focus on continuously improving how we think, work, and deliver solutions by embracing creativity, new technologies, and better ways to serve our clients and team members.

Job Type: Full-time

Pay: From $50,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Expedient Technology Solutions (ETS) is a rapidly growing managed IT services company located in Miamisburg, Ohio. ETS has developed a strong reputation for providing outstanding customer service by fostering a culture of continued growth, honesty, and WOW through service.