Systems Specialist I

About the role

The ideal candidate possesses an enthusiastic, and growth-oriented, personality capable of thriving in a fast-paced dynamic environment. Passionate about technology and providing outstanding experiences for our clients. We seek team members who are focused on providing excellent customer service, a hunger to get their hands on multiple Infrastructure technology environments and can resolve issues related to desktop and application technologies.

Responsibilities

• Provides onsite and/or remote end user support
• Acts as a primary point of escalation from Tier 2 service desk agents
• Communicates effectively with clients and internal team members
• Uses tools available to research solutions and provide assistance to clients
• Demonstrates strong problem solving instincts
• Listens and seeks to fully understand client requests to exceed expectations of service
• Knowledge of systems and applications used to support a call center environment
• Understands Information Technologies and is passionate to expand knowledge
• Actively participates in learning opportunities and completes assigned curriculum in a timely manner: applies knowledge to continuously improve the customer experience
• Completes projects and tasks as assigned by management
• Microsoft 365 administration
• Knowledge of Windows Active Directory (User Management/Administration/Group Policy)
• Advanced knowledge of common desktop applications including Microsoft Office Suite
• Knowledge of common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Ability to problem solve independently, initiates knowledge publication, and serves as a knowledge approver in their area of expertise.

Qualifications

• 2-3 years of relevant technical and customer service experience in systems analysis, implementation, and support for current technologies
• One or more of the following (or approved similar) certifications are required: Microsoft Azure Fundamentals, Google Foundational, Fortinet NSE3, CompTIA Certification. Note: Certification list and requirements are subject to change based on technology trends and business needs. All Covered does provide training, reimbursement, and bonus structure for certification achievement.
• High school or equivalent, Associate's degree preferred.
• Performs work and solves problems independently and with limited supervision.
• Handles technical issues and problems, escalates appropriately to solve difficult challenges.

Skills

Candidate possesses and demonstrates working knowledge of some of the following technologies:

• Current Windows Desktop and server Operating Systems
• Windows Active Directory/Azure (User Management/Administration/Group Policy)
• Common desktop applications including Microsoft Office Suite
• Current Exchange Server/M365/Mail services
• Supporting firewalls, switches, and security functionality.
• Common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Current Cloud services and technologies including Virtualization, RDP, etc