End User Support Specialist - Tier 1

Integres, LLC is a Service-Disabled Veteran Owned Small Business (SDVOSB) which was established to provide high quality, insightful, agile information technology-based solutions to its customers. Integrity is a foundational element of everything we strive to do. We seek to develop solutions which respond to the evolving challenges that today’s organizations face using our own unique combination of industry best practices, and evolving techniques and technologies. We started Integres with the intent of building "a company with a soul". As such, we take a servant-leadership approach as the long-term strategy for our success. We are cultivating a corporate family culture which demands excellence and accountability while putting a premium on work/life balance. We empower and support our employees to contribute to achieving our corporate goals by interacting with our customers as true partners, rather than treating their engagement as just another job. We seek to be good corporate citizens and encourage and promote employee participation in community and volunteer work.

Job Description

We are seeking an End User Support Specialist 1 to join our team. Our managed services business needs a Desktop Support Specialist I (DSS I) to provide excellent end-user support and resolve potential or actual technical issues.

The Desktop Support Specialist I will troubleshoot a variety of software packages, hardware devices, and peripherals. The role also involves configuring computer systems according to company policies, maintaining strict privacy and security practices when handling sensitive data on company drives, diagnosing technical problems, and following up to ensure issues are fully resolved.

Additional responsibilities include performing regular system maintenance, updating operating systems while minimizing downtime and increasing productivity, and assisting with data backup activities in the event of data corruption.

Duties and Responsibilities

• Work with vendors to troubleshoot and resolve technical issues.
• Provide support for reported problems involving:
  • Desktop computers
  • Laptops
  • Peripherals
  • Mobile devices
• Install and configure desktop computer hardware, software, and peripherals using standard procedures.
• Assist individuals experiencing problems with computer hardware, software, or networks by:
  • Asking users to describe the problem.
  • Diagnosing the issue.
  • Walking customers through potential solutions.
• Train users on the proper use of computer hardware and software, including:
  • Printers
  • Email programs
  • Various software applications
• Track pending and completed computer help-desk requests to monitor:
  • Performance of company products, including software and hardware.
  • Overall health of company computer and network systems.
• Answer inbound phone calls.
• Respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.
• Perform regular computer/system maintenance.
• Update operating systems while minimizing downtime and maintaining productivity.
• Assist with data backup activities in the event of data corruption.
• Follow company policies and strict privacy requirements when handling sensitive data on company drives.

Qualifications

• Associate degree or better in Information Technology, Computer Science, or a related field.
• CompTIA A+ certification — confirms entry-level IT employees' competence in basic network communications, installation, and maintenance of computer hardware.
• Microsoft Certified Solutions Associate (MCSA) and Microsoft Technology Associate (MTA) certifications — demonstrate fundamental knowledge of specific Microsoft products and are intended for entry-level IT professionals.
• Candidates may also pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.

Required Skills & Certifications

• Cisco Certified Entry Networking Technician (CCENT)
• Cisco Certified Technician (CCT)

These certifications validate the ability to install, manage, protect, and troubleshoot small branch networks and cover areas such as:

• Routing and switching
• Network design
• Network security
• Wireless technologies
• Network troubleshooting

Additional Requirements

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail.
• Strong organizational skills.
• Ability to multitask and keep up in a fast-paced work environment.
• Ability to utilize critical thinking to complete tasks.
• Flexibility in scheduling to meet business needs.
• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Additional Information

Integres offers competitive salaries bolstered by a comprehensive benefits package, which provides safety and security for our employees and their families. Our generous benefits package includes:

• Healthcare and Insurance: medical, dental, vision, short and long-term disability protection, basic life and AD&D insurance
• 401(k) Savings Plan
• Accrued Paid Time Off (PTO)
• Employee Recognition and Rewards
• Employee Referral Bonuses

Integres is an equal opportunity affirmative-action employer. We encourage Minority/Female/Protected Veteran/Disabled applicants to apply. Integres, LLC proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime, or Campaign Badge Veteran, Armed Forces services Medal, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.