Technical Support Specialist

Resilient Networks is a Security, Voice, Data, and Wireless Technology firm that thrives on partnering with local and regional business leaders who demand highly performing technology to run their business. Mission: Deliver enterprise-class Technology Managed Services that empower our clients’ growth and long-term success, with a keen eye on security. We maintain a distinct focus on providing innovative solutions and responsive acute care for our clients’ technology needs. Department : Technical Team Location : Williston, Vermont Reports to: Service and Support Coordinators / President FSLA: Exempt About the Role Are you motivated to help people? Are you the type that can't let go of something until you figure it out? Let's talk. Key Responsibilities Provide technical support for our client’s staff via phone, email, and in-person. Diagnosing and troubleshooting hardware, software, and network issues. Install, configure, and maintain desktop operating systems, business networking equipment, and wireless technologies. Document support interactions and resolutions in ticketing systems. Collaborate with engineering and product teams to identify recurring issues and suggest improvements. Maintain system functionality by testing components and applying updates. Assist with onboarding new team members and setting up their IT environments. Develop and maintain knowledge base articles and training materials. Ensure client confidence by maintaining data confidentiality and security. Participate in strategic vendor relationships and elevate issues as needed. Support purchasing and finance teams with product strategy and invoicing accuracy. What It Takes We pride ourselves on delivering a high quality of service with a focus on the details that make a difference.We are a team of individuals who pride ourselves on creative thinking that uniquely addresses our clients’ challenges. Minimum Experience Required Bachelor’s degree in Information Technology, Computer Science, or equivalent experience. 5+ years of experience in technical support or help desk roles. Strong knowledge of Microsoft Windows, networking protocols, and desktop support tools. Strong knowledge of Apple MAC and iOS Devices Experience with Microsoft M365 Admin, Teams, Outlook, Active Directory, Printers, Mobile Devices, Azure and AWS Experience would be a plus. Experience with Google GSuite, GDrive and other Google Platform features Excellent troubleshooting and problem-solving skills. Strong communication and customer service abilities. Ability to work independently and as part of a team in a fast-paced environment. Ability to work in a service-oriented team environment with strong organization, analytical, communication, and time management skills. Ability to demonstrate independent thinking and judgement with minimal oversight Able to work in Williston, Vermont (Required) Skills We are Looking For Proven ability to collaborate and build strong relationships with both internal and external stakeholders Skilled change management agent Strong analytical thinking and solutions orientation Customer support experience with an understanding of triage and relationship management Excellent communication skills, both written and verbal Strong attention to detail Excited about Resilient’s mission of providing acute care and the best IT managed services Eligible to work in the United States Benefits Retirement plan Paid time off Possible Quarterly and Annual Paid Bonus for Profitability and Performance Job Type: Full-time Environment: On-site support required, remote work not available for this role. Occasional after-hours or on-call support may be needed. Compensation: Salary Based on Experience, including Bonus and Profit Sharing #J-18808-Ljbffr