Help Desk Tier I

• Provide Tier 1/2 technical support to customers remotely via phone and the ticketing system (ConnectWise)
• Provide customers with technical expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions

• Maintain and utilize a superior knowledge of computing, networking, software, and information security best practices

• Troubleshoot technical issues such as Windows, Microsoft 365, network printing, network/wireless, access points, etc.
• Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues, including wireless and ISP vendors
• Administer Microsoft Active Directory, Email/O365 user accounts, computers, telephony user provisioning, voicemail password reset
• Install or upgrade the operating system, software, peripherals

• Continuous learning and support of all technologies used in Softrim’s typical client locations including VoIP, Electronic Access Control, Surveillance, Nurse Call, and Audio Video systems

• Work directly with Senior Service Desk and IT Specialists for advanced incidents requiring escalation
• Maintain an open line of communication regarding events, outstanding issues, and customer follow-up

• Cooperate with project teams to prepare and stage hardware (laptops, desktops, switches, firewalls, access points, etc.) for field deployment

• Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP

• Maintain technical documentation and notify management of any information that requires an update, including assisting with identifying gaps in documentation and collecting missing information

• Accurately record all-time and notes for work performed following company standards

• Other duties as assigned

• At least 1 year of working experience in an IT supporting role
• General knowledge of computer hardware, enterprise applications (MS Windows, Office, Adobe), networking, and troubleshooting

• Knowledge of enterprise software products such as MS 365 applications

• Excellent customer service, communication, and interpersonal skills
• Exceptional analytical and problem-solving skills
• Collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills
• Ability to adapt and respond to changing work situations and environments

Desired Skills:

• CompTIA A+, Network+, Security+ HDI, ITIL certification is a plus
• IT Degree

Full-time, Non-exempt, Hourly. 100% in-office. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:00 p.m., Monday thru Friday, excluding company-observed holidays. Limited after-hours work may be required.

Softrim is a leading technology services provider with offices in Alpharetta GA and Estero FL. We are looking for a Help Desk Specialist to support the company’s MSP clients nationwide. The candidate should have experience with troubleshooting networks, desktops, and servers, and also possess exceptional customer service and communication skills.