Job Overview
We are seeking a dynamic and proactive Technical Support Specialist to join our innovative IT team! In this role, you will be the frontline hero for resolving technical issues, ensuring seamless operation of hardware and software systems, and delivering exceptional customer support. Your expertise will help maintain the stability and security of our IT infrastructure, empowering users to perform at their best. If you thrive in a fast-paced environment, love troubleshooting complex problems, and are passionate about delivering outstanding service, this opportunity is perfect for you!
Responsibilities
- Provide comprehensive technical support to end-users across various platforms, including Windows, macOS, and Linux operating systems.
- Troubleshoot hardware issues related to computers, peripherals, mobile devices, and network equipment such as routers, switches, firewalls, and VPN connections.
- Manage and resolve software problems involving Microsoft Office Suite, enterprise applications like ServiceNow, Jira, BMC Remedy, and SCCM.
- Diagnose and resolve network connectivity issues by troubleshooting TCP/IP protocols, DNS configurations, LAN/WAN setups, and Wi-Fi networks such as Meraki.
- Administer Active Directory management tasks including user account creation, GPO (Group Policy Object) configuration, and permissions management.
- Support computer management activities such as OS updates, software installations, hardware upgrades, and inventory tracking.
- Assist with network administration tasks including firewall setup/configuration and VPN access to ensure secure remote connectivity.
- Document all support interactions accurately within customer support ticketing systems like ServiceNow or Jira while maintaining high standards of customer service.
- Collaborate with team members to analyze recurring issues and implement proactive solutions to improve overall IT support efficiency.
Requirements
- Proven experience in technical support or IT support roles with a strong background in equipment troubleshooting and software diagnostics.
- Solid understanding of computer networking concepts including TCP/IP, DNS, LAN/WAN architecture, and wireless technologies such as Meraki.
- Hands-on experience managing Active Directory environments along with familiarity with Group Policy (GPO) configurations.
- Proficiency in operating systems including Windows (Windows Server), macOS, and Linux environments.
- Knowledge of security tools like firewalls, BMC Remedy ticketing system or ServiceNow for issue tracking and resolution management.
- Ability to troubleshoot hardware components such as motherboards, hard drives, RAM modules as well as mobile devices.
- Excellent communication skills with a customer-centric approach to problem-solving; ability to explain technical concepts clearly to non-technical users.
- Relevant certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or Cisco CCNA are a plus but not mandatory.
Join us if you're eager to make an impact by supporting cutting-edge technology solutions while growing your career in a vibrant team environment!
Pay: $25.37 - $30.55 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
