IT Support Specialist

Job Description

Job Description

Job Description

Basic Functions:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Onsite and Help Desk user support, this position involves some local travel to client locations.
• Technical support at the server level: Active Directory, DNS, DHCP, and IIS.
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Set-up new computer equipment based on a standard configuration
• Support of disaster recovery solutions.
• Monitor the remote monitoring and management system alerts and notifications to provide proactive system maintenance - respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise & IT Glue.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of Customer Requests.
• Ability to multi-task
• Ability to work in a team and communicate effectively.
• Work to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support, following ticket to resolution.
• Responsible for entering all time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
• Understand processes in ConnectWise by completing assigned training materials on the ConnectWise University.

Knowledge,Skills, and/or Abilities Required: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations maybe made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Clear working knowledge of ConnectWise, LabTech, Webroot, and Datto are a plus
• Travel to client’s locations as needed ( Must have reliable transportation )