Computer Systems Support Specialist

Aqueity is looking for a skilled Computer Systems Support Specialist who is responsible for providing technical support and troubleshooting services to our clients. The Computer Systems Support Specialist supports and resolves issues related to workstations, printers, servers, networks, Microsoft 365, and vendor-specific hardware and software. This role requires strong technical aptitude, excellent customer service skills, and the ability to diagnose and resolve a wide variety of IT issues in a fast-paced Managed Services environment. Responsibilities Technical Support & Troubleshooting Provide IT support for Microsoft core business applications, operating systems, and cloud services Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security Provide basic remote access solution implementation and support: VPN, remote services, and Citrix Support disaster recovery solutions Resolve service requests during the first phone call if possible, and escalade when needed Quickly and correctly identify the user's issue and recommend the most efficient solution Handle difficult situations calmly and with confidence Service Desk Operations Monitor remote monitoring and management system alerts and respond via service tickets Triage and classify incoming service requests by gathering information Document and track all required information to support accurate ticket reporting Answer all web-based inquiries and phone calls within the Service Desk’s response time goals Communicate with customers about incident progress, upcoming changes, or outages Maintain good organization and follow each user issue through to completion Customer Service & Communication Display empathy for technology users and their challenges Patiently walk users through troubleshooting steps Maintain a positive and friendly attitude toward all team members and users Improve customer service, perception, and satisfaction Documentation & Knowledge Management Document basic support processes and recurring issues Escalate recurring issues to next-level support engineers as needed Proactive & Continuous Improvement Productively fill down-time to improve technology infrastructure and processes Proactively suggest solutions to recurring user or technical issues Contribute ideas to enhance service quality and efficiency Teamwork & Collaboration Work collaboratively within a team environment Communicate effectively with peers and elevate when appropriate Education & Experience Minimum high school diploma required 2+ years of experience in an end-user technical support role or equivalent combination of education and experience Experience working with an IT managed services provider or IT consulting firm strongly preferred Required Advanced understanding of operating systems, business applications, printing systems, and network systems Strong problem-solving and diagnostic skills with the ability to think outside the box Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services Technical awareness to match the right resources to technical issues Typing proficiency to ensure quick and accurate service request entry Able to multi-task, adapt to change quickly, and manage competing priorities Strong verbal and written communication skills Ability to translate technical language into user-friendly explanations and action items Self-motivated and able to thrive in a fast-paced environment Detail-oriented documentation skills Able to lift 40 lbs. of computer equipment Preferred Experience with ConnectWise and/or Kaseya CompTIA A+ Microsoft MTA/MCSA Other relevant IT certifications What We Offer Competitive salary based on experience Health, dental, and vision insurance Performance-based bonuses and incentives Supportive and collaborative work culture Professional growth and advancement opportunities On-the-job training and mentorship Salary Range: $45,000 - $60,000 #J-18808-Ljbffr Aqueity