IT Support Specialist

Responsibilities

• Provide support to end users of managed services clients
• Take direction from the Service Desk Coordinator and manage ticket assignments relative to ticket priority and age
• Follow specific Service Desk Team documented processes and workflows
• Work assigned tickets from triage through completion
• Use our suite of service desk and tools to diagnose and resolve client support issues
• Refer to client's technical documentation for information that will help you understand and resolve client technology issues
• Escalate assigned aging tickets to the SDC when assigned tickets cannot be resolved within 1 hour to maintain an acceptable average resolution time KPI
• Seek assistance from the L3 SDE or SDC when stuck
• Document service work and time in our PSA/CRM application
• Understand the implications and effects of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption
• Work collaboratively with the members of the Service Desk Team, and cross-functionally with all service delivery teams and team members familiar with the client environment and business
• Work with the SDC to identify chronic service issues across the client base
• Provide on-call support based on the on-call schedule/rotation
• Provide on-site service as necessary
• Maintain technical skills required to perform the SDE role
• Attend and participate in weekly team meetings and daily huddles

Qualifications

• A+, NET+, Security+ Certifications
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Administrator (CCNA)
• 2+ years of experience in computer network management
• Strong computer skills and intermediate knowledge in routers, layer 2/3 switches, and other networking devices
• Advanced knowledge of all Microsoft Workstation Operating Systems and Applications (Exchange 2019+, Windows 11, Server 2019+)
• People-oriented, team player who mixes well with colleagues and clients
• Consistent and steady work ethic
• Ability to reconcile fact from emotion and make decisions accordingly

About Valley Expetec

Valley Expetec is a California-based Managed IT Services provider helping organizations grow through reliable, secure technology. Founded in 1994, our 28-person team combines veteran expertise with a service culture that’s Responsive, Dedicated, Committed, Resourceful, and Persistent.

We deliver proactive IT management, including help desk, endpoint/server care, networks, cybersecurity, cloud, Microsoft 365, backup, and disaster recovery, along with strategic guidance to align technology with business goals.

Clients choose us for fast resolution, clear communication, and accountability. We measure success by client outcomes, not the number of tickets closed—becoming a dependable partner for long-term IT health.