IT Field Support Specialist

• Travel to client sites and remotely provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer documentation and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customer’s expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services

• 2-3 years practical, real world Personal Computer hardware and software experience, including experience with Microsoft Operating Systems and Microsoft Office applications
• BS degree in Information Technology, Computer Science or equivalent experience
• Familiar with Computer Networking
• Familiar with business Telephone systems
• Experience managing and maintaining a Help desk tracking/ticketing tool
• Working knowledge of help desk software, databases and remote control

Skills

• Proficiency in English
• Strong communication, customer service and organizational skills
• Strong problem resolution and decision-making skills
• Advanced troubleshooting and multi-tasking skills
• A good listener with a proven ability to build relationships with all levels of staff
• Strong time management skills, attention to detail and outstanding follow-up skills.
• The ability to work well under pressure with tight deadlines.
• Must be proficient with Windows OS, Mac OS, various internet browsers (IE, Chrome, Safari, Edge, FireFox) and mobile devices (Apple and Android).
• Must have proficiency using MS Office applications (Word, Excel, etc.) and previous experience supporting these applications.
• Understanding of Microsoft 365 products (Exchange Online, Sharepoint, MS Teams)
• Understanding of Active Directory and MS Exchange
• Understanding of NTFS permissions in an MS environment
• Must be able to administer mail flow rules, distribution lists and mailbox permissions in Exchange
• Must have excellent communication skills to be able to troubleshoot effectively over the telephone while being courteous, patient and professional.
• Must be able to multi-task (responding to emails, voicemail and backlog, not just phone calls).
• Must have the ability to research and take on projects as assigned.
• Must be able to reliably commute to and from job.
• Must be dependable and prompt and not leave help desk unattended or under-attended.

• Medical, Dental, Vision; 401k
• Job Type: Full-time
• Potential for Advancement

Pay: $60,000.00 - $65,000.00 per year, * 401(k) matching

• Dental insurance
• Health insurance
• Paid time off