Technical Support Specialist I

Visory is seeking a Technical Support Specialist I to provide front-line technical support while delivering industry-leading customer satisfaction. In this role, you will resolve service requests in alignment with company SLAs, identify recurring issues, and escalate complex problems when necessary. You will serve as a key member of the Service Desk team, delivering high-quality support via phone, email, and chat while maintaining strong documentation and communication standards. What You Will Be DOING: Front-Line Technical Support : Provide exceptional customer service via phone, email, and chat while resolving technical issues and meeting target satisfaction ratings. Ticket Triage & SLA Management : Triage, rate, solve, and/or expand tickets within a 30-minute SLA window, maintaining a call-first mentality to ensure efficient service delivery. Troubleshooting & Issue Resolution : Perform basic hardware, software, and network troubleshooting, including user profile issues, printer setup, VPN connectivity, TCP/IP networking, and Remote Desktop configurations. Escalation & Root Cause Collaboration : Identify recurring system issues, assist in diagnosing root causes, and collaborate with higher-tier support teams to implement long-term solutions. Documentation & Knowledge Sharing : Fully document customer issues, resolutions, and time-to-fix in the ticketing system; update documentation when incomplete or inaccurate. Training & Operational Support : Complete assigned training, participate in ongoing initiatives and projects, and assist with on-call rotations, including after-hours or weekend support as needed. What You Will NEED: Technical Foundations : Basic understanding of Active Directory (On-Prem and Azure/O365), Group Policy, RDS/RDP, Citrix fundamentals, Windows desktop/server operating systems, and cloud hosting principles. IT Concepts & Troubleshooting : Knowledge of core IT concepts including local vs. domain-joined machines, TCP/IP networking, VPN tunnels, printer configuration, and remote desktop environments. Customer Service & Communication : Excellent written and verbal communication skills, strong listening abilities, and the ability to manage frequent inbound calls while proactively following up on tickets. Work Style & Adaptability : Goal-oriented, self-motivated, able to multitask in a fast-paced environment, and capable of thinking quickly and precisely under pressure. Education & Experience : High school diploma or equivalent required; 2 years of related IT experience or training preferred, or an equivalent combination of education and experience with plans for continued professional development. What You GET: Competitive compensation and benefits package (including 401k). Professional development and certification opportunities. Exposure to diverse client environments and advanced networking projects. A collaborative and client-focused work culture. About Visory: Visory is a hands-on technology and cybersecurity partner delivering enterprise-grade IT services, compliance support, and managed infrastructure to financial, accounting, construction, and other growing businesses. With a team of 150+ professionals, we combine industry expertise with exceptional client support to help organizations stay secure, compliant, and confident in their digital transformation. #J-18808-Ljbffr Visory