IT Support Specialist Tier I

Job Description

Job Description

Full time, 8-hour shift, day shift, Monday-Friday

Work location: In Person/Onsite

Looking for a candidate in the Columbus, Starkville, Meridian, Tuscaloosa area.

Client Secure IT Partners is looking for a motivated and customer-oriented technician that can provide first-level technical support to end users. The primary objective of this role is to be the first point of contact to troubleshoot a wide range of technical issues generated by client support requests via ticket, email, phone and dispatched to other business locations when necessary. Your ability to communicate effectively and provide exceptional customer service will be essential in fostering a positive user experience. You will work in a fast-paced environment where collaboration and teamwork are vital among all of our teams. This position offers a great opportunity to develop your technical skills and gain hands-on experience in IT support, with the potential for career advancement into higher-tier support roles.

***Experience with healthcare IT is required.***

Essential Job Functions and Responsibilities:

• Provide first-tier technical assistance and support for issues related to computer systems, software, hardware, system access, setup, and system configurations.
• Respond to support tickets in a timely manner via ticket, phone, email, or in-person and provide in-depth documentation of all relevant information, including issues, resolutions, and escalations.
• Interface with end-users professionally and regularly regarding the troubleshooting and resolutions of their issues
• Work with other technical teams to identify root causes of and develop solutions for complex issues.
• Participate in the implementation of new systems, applications, and environments.
• Maintain accurate inventory records for all hardware and software assets.
• Performing quality assurance follow-up with clients/end users
• Follows documented processes and procedures and reporting as needed.
• Understands how to use CRM/PSA software.
• Ability to travel onsite to clients when dispatched and occasional after-hours support may be necessary.
• Performs other related duties as required.

Job Qualifications and Skills:

• Technical Certification OR Associate’s degree or higher in a related field, preferred
• 1-3 years of experience in a technical support role
• Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot issues.
• Previous experience in a customer service role is a plus.
• Excellent customer service skills and the ability to communicate technical information to non-technical users, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
• Demonstrates professional verbal and written communication skills, able to speak with authority and can provide accurate and detailed written reports and documentation.
• A working understanding of computer systems, networks, troubleshooting techniques, and cyber-security methodologies and toolsets.
• Highly motivated and desire to continually learn new technologies.
• Familiarity with Windows desktop operating systems.
• Familiarity with Microsoft Office suite of application.
• Experience with Mac OS and iOS is preferred, but not required.
• Familiarity with RMM tools is a plus, but not required.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this Job, the employee is regularly required to sit, stand, walk, feel, speak, see, and hear. The employee is frequently required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Local travel may be required for this role.
• Duties may also involve stooping, kneeling, crawling, reaching and moving of equipment in order to install or check the installations of network devices and cabling.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• 401k
• Paid time off
• Professional development assistance

Note: Critical features of this job are described above. They may be subject to change at any time.