IT Support Specialist

Essential Duties And Responsibilities

• Identify, troubleshoot, and document user issues to resolution, while maintaining superior customer satisfaction.
• Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services including Microsoft 365 and Azure, firewalls, managed switches, and LAN/WAN connectivity issues.
• Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
• Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within pre-approved targets.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Effectively communicate the scope of work for all hourly clients.
• Work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.

Required Technical Skills

• Intermediate proficiency in and ability to troubleshoot: Windows 10 and 11 Operating Systems, Workstation and Server Hardware, Printer and Multi-function devices and technologies, Standard Windows Applications, Microsoft Office Suite, Email and Mobile Device connectivity.
• Basic proficiency in and the ability to troubleshoot: Mac OS troubleshooting, IPv4 and IPv6 technologies, LAN/WAN connectivity issues, Hyper-V, vSphere, Citrix, SQL, and Terminal Services, Active Directory, Windows Server2008–2022, VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec).
• Microsoft 365 and Microsoft Azure.

Required Skills And Abilities

• Comprehensive knowledge of information systems technology subjects and extensive knowledge of hardware and software with the ability to keep abreast of new technologies.
• Ability to read and interpret documents, write routine reports and correspondence, and speak effectively in English.
• Ability to perform basic math computations.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to maintain composure and handle stressful situations.
• Must be detail oriented, organized, multi-task oriented and possess excellent communication skills.

Education And Experience

• A High School Diploma or GED.
• Two years college or equivalent work experience preferred.
• One to two years working in a Technical Support/Service Desk environment preferred.