IT Support Specialist

We are seeking an Experienced IT Managed Services Provider (MSP) Technician. This role combines high-level technical troubleshooting with essential help desk support. Your advanced problem-solving abilities and customer service mindset will be essential in this role, as you will be responsible for resolving complex technical issues. This position requires a professional who can handle advanced hardware, software, and network connectivity issues across the organization while maintaining a high standard of client communication., Helpdesk & Technical Support:

• Respond to incoming support requests via phone, email, or chat, providing basic and advanced support.
• Act as a primary point of contact for incoming tickets, troubleshooting and resolving complex technical issues.
• Perform deep-dive diagnostics on persistent hardware, software, and network problems.
• Maintain a professional and courteous demeanor while assisting clients through difficult technical challenges.

On-Call Coverage:

• Participate in a compensated on-call rotation to provide after-hours support.

Advanced Technical Assistance:

• Resolve complex problems related to Windows environments, cloud services, and advanced networking.
• Troubleshoot hardware and software problems related to desktops, laptops, servers, and mobile devices.
• Educate clients and co-workers on best practices for using technology effectively.

Ticket Management:

• Create and manage support tickets in our help desk system, ensuring documentation is thorough.
• Prioritize and categorize tickets based on urgency and impact, ensuring high-priority issues are handled immediately.
• Ensure timely resolution and follow-up with clients to confirm satisfaction.

Collaboration:

• Work closely with the Help Desk Supervisor to communicate progress on high-level issues to customers.
• Collaborate on infrastructure projects and contribute to continuous improvement efforts and internal knowledge-base documentation.

Do you have a valid Driver’s License license?, Do you have experience in Windows?, Do you have a High school diploma or GED?, * Education: High school diploma or equivalent; IT-related degree or advanced certifications preferred.

• Technical Skills:
• Strong proficiency in Windows OS, Server environments, and networking fundamentals.
• Advanced familiarity with IT hardware, virtualization, and security protocols.
• Ability to diagnose complex connectivity and software integration issues.
• Certifications (Preferred): CompTIA Network+, Security+. 3-5 Years in a help desk or technical support role.
• Soft Skills: Strong work ethic, team-focused mindset, and excellent verbal and written communication skills.
• Other: Ability to maintain a consistent schedule and manage time effectively in a fast-paced environment. Valid driver’s license and ability to travel to client sites.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off