IT Support Specialist

Scorpion is the leading provider of technology and services helping local businesses thrive. We do this by helping customers understand local market dynamics, make the most of their marketing, and deliver experiences their customers will love. We offer tools to know what’s going on with marketing, competitors, and customers. We offer a unique blend of AI support and teams of real human people with local expertise committed to customer success. At Scorpion, we are ready to do whatever it takes to help our clients reach their goals. Our technology and personalized tools bring everything together to help local businesses easily understand their unique business, market, and customer needs. We put SEO, Reviews, Advertising, Email Marketing, Chat and Messaging, Social Media, Website, Lead Management, Appointment Scheduling, and more to work for local businesses. We’re a technology-led service with a human touch.

About the Role

As an IT Support Specialist, you will help oversee computer systems for Scorpion and offer support to all Scorpion users. You will provide internal assistance, working directly with employees who use the computer systems and ensure each team member is set up for success in their workstations. In order to be successful in this role, you will need to be technologically savvy and enjoy assisting others. Strong customer service and communication skills, both written and verbal, are required to support users and keep the business running, all while delivering “next level” customer service.

Responsibilities

• Triage more complicated tickets and assign to Senior team members
• Identify, investigate, and resolve users’ problems with computer software and hardware
• Field support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and workstation hardware along with troubleshooting audio conferencing systems
• Consult with users to determine steps and procedures taken to identify and resolve the problem
• Apply knowledge of computer software, hardware, and procedures to solve problems
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Collaborate with other team members to research and resolve problems
• Arrange service by software or hardware vendors to repair or replace defective products
• Maintain knowledge of technology innovations and trends
• Maintain hardware inventory to ensure each location has available stock
• Ensure computers are built for new hires and swaps in a timely manner
• Provide Quality Control on new user accounts and laptop setups
• Provide testing to OS and Application patches
• Create and update documentation as needed
• Duties as assigned by IT Manager

Requirements

Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field preferred, or an equivalent combination of education, technical training, certifications, and relevant work experience
• Industry certifications such as CompTIA A+, Network+, Security+, Google IT Support Professional Certificate, or Microsoft Certified credentials are a plus
• Demonstrated commitment to continuous learning and staying current with emerging technologies and IT best practices

Experience

• Approximately 1 year of experience in a help desk, technical support, IT support, or similar customer-facing technology role
• Experience supporting Windows and/or macOS environments is a plus

Skills

• Familiarity with Windows 10/11 and macOS
• Working knowledge of Microsoft Active Directory
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams
• Familiarity with mobile operating systems, including iOS and Android
• Basic knowledge of audio/visual and conference room technology
• Ability to troubleshoot common hardware and software issues
• Ability to explain technical concepts clearly to both technical and non-technical users
• Ability to quickly learn and adapt to new hardware, software, and IT systems

Pay

The base salary range is $55,000 (entry-level) - $60,000 (highly experienced), exclusive of fringe benefits. If you are hired at Scorpion, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. Additionally, we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses or commissions.

Benefits

• 100% employer-paid medical, dental, and vision insurance
• Flexible paid time off, so you can rest, relax, and recharge away from work
• Paid parental leave
• Paid cell phone and service
• Remote office allowance
• Professional development and development courses
• Regular manager check-ins to drive performance and career growth through Lattice

Schedule

Scorpion supports a range of work arrangements, including in-office, hybrid, and remote roles. For positions designated as remote, employees who live within commuting distance of a Scorpion office may be asked to work from the office based on team needs, collaboration opportunities, or business priorities. Specific expectations will be discussed during the interview process.