Support Specialist I

Job Description

Job Description

Description

Responsible for ongoing client service experience, proactively identifying opportunities for client experience and technological improvements, and implementing large-scale, long term enhancements and fixes to client infrastructure. Serves as a point of escalation for junior team members to resolve difficult issues previously addressed by those team members. Provides client service at the highest level, serving as a model for junior team members in process adherence, implementation and improvement. Provides support and oversight for the Service Specialist team, offering mentoring and collaboration opportunities to enhance their skillsets. Additional Information: Work Location: Baton Rouge, LA and surrounding areas – either in the ITinspired office or as staff augmentation at client’s place of business. Travel: Some travel might be necessary. Travel expenses are reimbursed. Hours of Operation: Weekdays from 8am to 5pm, on call support as needed. Reporting to Work: Report to our office unless dispatched ahead of time. Reimbursements: Mileage traveled for all work related activities is reimbursed along with any client purchases not made on company credit cards. Education Requirements

High School Diploma is a minimum. 2 or 4 year degree from an accredited college or university is preferred. Technical training and experience can substitute for education requirements. Certifications in relevant technologies is a plus. Skills, Knowledge and Expertise

Qualified Candidate Must: Communicate effectively and efficiently to clients and co-workers. Be self-managed and self-motivated. Possess excellent time management skills. Maintain a positive mental attitude and be a part of the solution, not the problem. Interact with customers, vendors, and co-workers in a kind and friendly manner. Meet deadlines under budget and on-time. Maintain a neat and tidy working environment. Have prior experience working for an MSP. Required Experience: Basic hardware and software troubleshooting (In person, Remote, and Phone Support). Documentation and Ticket Management for reported support incidents. Networking fundamentals and troubleshooting skills. Virtualization fundamentals and troubleshooting skills. Basic user account management, password resets, add/delete email accounts. Desktop and Server Administration (Windows 11 and Server 2012-2025). Vendor management and solution consultation experience. Security fundamentals and troubleshooting skills. Training and instruction of junior staff members when necessary. Experience with remote connection software and RMM. Preferred Experience: Desktop OS: Microsoft Windows 11 and Mac OS Server OS: Microsoft Server 2012-2025 Email: Google Workspace, Office 365, Microsoft Exchange Backup: Veeam Endpoint Protection: Crowdstrike, Huntress Cloud Services: Sharepoint, Dropbox, OneDrive, OpenDNS, Cloudflare Virtualization: Hyper-V, VMware Networking: Palo Alto, Unifi, Juniper E-mail Protection: Avanan, KnowBe4, HSAT Multiple certifications in applicable technologies. Benefits

Company Paid Benefits and Perks Mileage reimbursement at the current IRS reimbursement rate Health/Gym Membership reimbursement up to $25.00 per month. Company Paid Time Off (PTO/UTO). Company Wellness Program and Initiatives. Company paid Health insurance plan (POS Copay or HSA). Company paid Dental insurance plan. Company paid Vision insurance plan. Company paid Employee Assistance Program. Company paid Accidental Death & Dismemberment Insurance. Company paid Short-Term and Long Term Disability Insurance. Company paid Life Insurance Policy. Company Retirement package is 401k. Company paid Technical training when available and approved by management. Company paid Technical certification vouchers are provided for Microsoft, VMware, Cisco, and Juniper certification exams approved by management. Company paid Costco Corporate Membership. Quarterly Bonus Structure based on job performance. Employee of the Quarter program with Bonus. Casual Friday Dress Code. Pet Friendly Office. Hybrid work from home opportunities. Monthly and Quarterly company paid socials and events.