IT Support Specialist

Job Description

IT SUPPORT SPECIALIST

ONSITE LOCATION

Responsibilities:

● Managing tickets assigned to the help desk queue

● Responding to queries via chat, email, or phone

● Training other staff members on troubleshooting and diagnosing problems

● Writing, editing, and revising training manuals for new and updated software and

hardware

● Providing technical assistance for questions and problems

● Resolving problems with networks and other computer systems

● Diagnosing and resolving system errors and other issues

● Requesting feedback and/or monitoring calls and other methods of correspondence to

improve training methods

● Running reports to analyze common complaints and problems

● Installing or changing software to fix issues as needed

● Remotely accessing hardware or software for clients to make changes and fix problems

● Installing computer hardware when needed

● Supporting system implementation, including decryption and data conversion efforts

● Other duties as assigned

What you bring to the table:

• 2 years' minimum work experience required
• Knowledgeable in Outlook, Sharepoint, Active Directory, Windows up to 10 Pro, Windows Server up to 2012 R2, Microsoft/Office 365, Godaddy, VPN installation and configuration
• Excellent troubleshooting skills in hardware and software
• Must demonstrate excellent customer service and communication skills
• Must demonstrate ability to learn and continue learning new systems and willingness to take on additional responsibilities as company continues to grow
• Must demonstrate ability to work both independently and cooperatively in a team as needed, following-up towards completion of assigned tasks
• Working knowledge of broadband and wi-fi connections
• Knowledge in DHCP, DNS, Windows or Cloud network setup is a plus
• Knowledge in Zoom phone system is a plus
• Knowledge in Qnap NAS and Nakivo is a plus
• Knowledge in cloud computing platform console administration in AWS, Azure, Google Suite, Shopify is a plus
• Knowledge in router set up is a plus
• Knowledge in switches is a plus