IT Support Specialist
- Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Use remote tools and diagnostic utilities to aid in resolving support requests.
- Ability to use various messages in an event log to affect repairs.
- Receive escalated service requests requiring an enhanced response.
- On-call rotation and after hours as needed.
- Provisioning and system setup for new hires.
- Install antivirus software and ensure virus definitions are up to date.
- Maintaining, Deploying, and managing Microsoft Entra, Intune, O365.
- Managing and deploying mobile devices using an MDM such as Addigy.
- Configuring and deploying VOIP solutions.
- Building and deploying file servers and cloud computing solutions
- Network firewall and switch administration and maintenance.
- Optimizing and maintaining network software and hardware.
- Monitors alert systems and takes appropriate action as per guidelines.
- Education: High school diploma or GED required.
- Experience:
- Minimum of 2 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows workstations, O365, Entra, and Intune.
- Experience with RMM (remote monitoring and management) tools a plus, such as ConnectWise or Kaseya.
- Having a working knowledge of a PSA tool, such as Autotask, is a plus.
- Soft Skills:
- Excellent verbal and written communication skills and comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology.
- Possesses strong organizational and time-management skills.
- Results-oriented, self-motivated, energetic, professional, reliable, and a team player
- Strong understanding of technology and business productivity systems
- Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.
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