Support Specialist I

Kforce has a client that is seeking a Support Specialist I in Jackson, MI. Summary: We are seeking team members who are focused on providing excellent customer service, a hunger to get their hands on multiple Infrastructure technology environments and can resolve issues related to desktop and application technologies. The ideal candidate possesses an enthusiastic, and growth-oriented, personality capable of thriving in a fast-paced dynamic environment. Responsibilities:

• Provides onsite and/or remote end user support
• Acts as a primary point of escalation from Tier 2 service desk agents
• Communicates effectively with clients and internal team members
• Uses tools available to research solutions and provide assistance to clients
• Demonstrates strong problem-solving instincts
• Listens and seeks to fully understand client requests to exceed expectations of service
• Knowledge of systems and applications used to support a call center environment
• Understands Information Technologies and is passionate about expanding knowledge
• Actively participates in learning opportunities and completes assigned curriculum in a timely manner; Applies knowledge to continuously improve the customer experience
• Completes projects and tasks as assigned by management
• Performs work and solves problems independently and with limited supervision
• Handles technical issues and problems, escalates appropriately to solve difficult challenges
• High School/GED or equivalent, Associate's degree preferred
• One or more of the following (or approved similar) certifications are required: Microsoft Azure Fundamentals; Google Foundational or Fortinet NSE3
• ComptTIA Certification
• 2-3 years of relevant technical and customer service experience in systems analysis, implementation, and support for current technologies
• Possesses and demonstrates working knowledge of some of the following technologies: Current Windows Desktop and server Operating Systems; Windows Active Directory/Azure (User Management/Administration/Group Policy); Common desktop applications including Microsoft Office Suite; Current Exchange Server/M365/Mail services; Supporting firewalls, switches, and security functionality; Common TCP/IP services including FTP, DNS, and DHCP; Current Cloud services and technologies including Virtualization, RDP, etc.
• Performs work and solves problems independently and with limited supervision
• Handles technical issues and problems, escalates appropriately to solve difficult challenges
• Ability to problem solve independently, initiates knowledge publication, and serves as a knowledge approver in their area of expertise