Help Desk and Field Support Specialist (80% remote/20% client onsite)

• Respond to Help Desk Requests from customers within zbrella’s defined timeline and in an efficient manner for computer assistance. This includes hardware, software, printers, OS, and mobile devices.
• Manage Active Directory Users, Computers, and Groups along with the appropriate security rights.
• Support other members of our IT Team to complete assigned projects as needed.
• We focus on face-to-face customer support and relationship building. You must communicate with our users via phone, email, and in-person encounters on a daily basis.
• Diagnose computer hardware, software, printer, and other workstation issues running in an Active Directory.
• Manage access for authorized users through Active Directory Security Permissions.
• Install printers, manage antivirus software, and expertly detect and remove threats.
• Support and rebuild Microsoft Windows 10 and 11 workstations.
• Perform email maintenance and archiving of users in Microsoft Office (pst, ost, etc.).
• Work with contacts, files, and applications on mobile devices. You must be comfortable with backing up and restoring data.
• On-Call Support for Help Desk is required during after hours/weekend. On-call/after-hour support is rotated between all members of the service team.
• Train and learn our Enterprise Ticketing system to record information on all service tickets, time entries, activities, etc. to ensure day-to-day compliance with our documentation rules and procedures.

Must Be Familiar With:

• Microsoft Windows Active Directory, DNS, DHCP and other Microsoft infrastructure technologies.
• Workstation setup and install process and imaging methods for Windows 10 and Windows 11.
• Microsoft Azure
• Sophos Environments
• Workstation management tasks: reviewing workstation performance data, antivirus management and removal, joining computers to domain, working in safe mode.
• Network fundamentals TCP/IP v4 and 6.
• Troubleshooting methods.

But we cannot do it alone. We need help, people who believe in what we believe, people who love technology, people who are dedicated to learning something new everyday and helping make our vision tangible., * Bachelor’s degree in Computer Science, Information Systems, Business or related field experience, with 2+ years of hands-on experience providing technology support.

• For candidates without a degree, 3 years of hands-on experience are required plus certifications.
• Our preferred technical certifications are: Microsoft MCT, MCSA, MCSE/Cisco CCNA, CCNP.
• Excellent written and verbal communications skills.
• You must be willing to work weekends, evenings, and other hours depending on the needs of special projects.
• Valid driver’s license.
• Accurate resume- you will be tested on what you list as per our lab practical portion of the interview process., * Critical thinker - exhibits good judgment and strong problem solving skills.
• Self motivated - you know what you have to do and get it done.
• Automation lover - more automation, less humans.
• Flexible - ability to manage changing priorities.
• Thoughtful - ethical, respectful, and fair., * High school or equivalent (Required), * Help desk: 2 years (Required)

• 401(k)
• Flexible schedule
• Paid time off