IT Support Specialist

Full‑Time Exempt On‑Site at Client Location Candidates should live within a reasonable commuting distance of the Naples location (typically 30–45 minutes). Position Summary Support Engineers (IT Support Specialists) provide Tier1 and Tier2 reactive and proactive support for a wide range of Windows, Microsoft cloud, networking, and hardware issues. They work both onsite at the client location and remotely from Entech’s Service Desk, answering service desk calls, troubleshooting over the phone, onsite, or via remote access, and escalating problems when appropriate. They maintain a healthy ticket queue, enter time and notes, and manage their daily schedule and board responsibilities. Essential Duties and Responsibilities Identify, troubleshoot, and document user issues to resolution while maintaining superior customer satisfaction. Resolve reactive support requests related to Windows servers and desktops, Microsoft cloud services (including Microsoft365 and Azure), firewalls, managed switches, and LAN/WAN connectivity issues. Resolve proactive alerts and monitors generated by the NOC, such as backups, viruses, impending hardware failures, licensing issues, and more. Manage daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets. Communicate with customers: keep them informed of incident progress, notify them of impending changes or agreed outages. Improve customer service, perception, and satisfaction. Effectively communicate the scope of work for all hourly clients. Work in a team and communicate effectively. Escalate service or project issues that cannot be completed within agreed service levels. Required Technical Skills Intermediate proficiency in and ability to troubleshoot: Windows10 and11 Operating Systems Workstation and Server Hardware Printer and Multi‑function devices and technologies Standard Windows Applications Microsoft Office Suite Email and Mobile Device connectivity Basic proficiency in and ability to troubleshoot: MacOS troubleshooting IPv4 and IPv6 technologies LAN/WAN connectivity issues Hyper‑V, vSphere, Citrix, SQL, and Terminal Services Active Directory Windows Server2008–2022 VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec) Microsoft365 and Microsoft Azure Required Skills and Abilities Comprehensive knowledge of information systems technology subjects and hardware/software with the ability to keep abreast of new technologies. Ability to read, interpret documents, write routine reports and correspondence, and speak effectively in English. Ability to perform basic math computations. Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to maintain composure and handle stressful situations. Must be detail‑oriented, organized, multi‑task oriented, and possess excellent communication skills. Education and Experience High School Diploma or GED (two years college or equivalent work experience preferred). One to two years working in a Technical Support/Service Desk environment preferred. Certifications and Licenses CompTIA A+ or equivalent. CompTIA Network+ or equivalent preferred. Benefits Free employee medical insurance Additional employer‑paid medical options Fully vested 401(k) match Flexible time off (unlimited paid days) Free $10,000 life insurance policy Six paid holidays (plus Black Friday) Flexible schedule options Yearly culture‑building employee events Optional dental, vision, accident, hospital, short‑term and long‑term disability, identity theft protection, and additional life insurance. Additional Information Entech is an Equal Opportunity Employer and participates in E‑Verify for all employees. This position requires the passing of a level2 background check and a pre‑employment drug screening. A valid driver’s license is required. #J-18808-Ljbffr Entech