Service Specialist II

Job Description

Job Description

Description

• Responsible for initial client service experience, fielding incoming phone calls, logging tickets and resolving any initial issues that can be quickly resolved over the phone.
• Responsible for handling escalated tickets from junior staff members.
• Responsible for other maintenance tasks such as routine checks for patch compliance and updated security definitions and producing proactive company health reports.
• Serves as a senior member of the Service team, providing support and oversight for the other Service Specialists and ensuring a quality experience is delivered to all ITinspired clients.
• Any issues that cannot be resolved by the Service Specialist II will be escalated to a Support Specialist.

Additional Information:

• Work Location: Baton Rouge, LA in the ITinspired office.
• Travel: Some travel might be necessary. Travel expenses are reimbursed. Reliable transportation is required.
• Hours of Operation: Weekdays from 8 am to 5 pm.
• 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.

Skills, Knowledge and Expertise

• 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.
• Prior experience working for an MSP is a plus.

Preferred Experience:

• Intermediate level hardware and software troubleshooting (In-person, Remote, and Phone Support).
• Documentation and Ticket Management for reported support incidents.
• Basic level user account management, password resets, add/delete email accounts.
• Desktop and Server Administration (Windows 11 and Server 2012-2025)
• Desktop OS: Microsoft Windows 11, MacOS.
• Server OS: Microsoft Server 2012-2025.
• Office Suite: Office 365 and earlier versions.
• Email: Google Workspace, Office 365, Microsoft Exchange
• Backup: Veeam
• Endpoint Protection: Crowdstrike, Huntress
• Cloud Services: Sharepoint, Dropbox, OneDrive, OpenDNS, Cloudflare
• MDM: Apple Business Manager, Jamf, Maas360
• Experience with remote connection software and RMM.
• Experience with line of business application troubleshooting, such as Quickbooks, Sage, Viewpoint, and others is a plus.
• Certification(s): A+, Network+, Security+ preferred.

Benefits

• 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.