Job Description
Position Summary
As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.
Location: Hybrid (Rockville, MD) 4 days in the office, 1 day remote
Scheduled Weekly Hours: 40 (Full-Time)
Travel Required: Less than 5%
Responsibilities
This position has the following responsibilities.
- Handling customer technical support cases through phone and email submission
- Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
- Provide superb technical support for:
- End-user devices: desktops, laptops, mobile devices, printers, scanners etc.
- Desktop Operating Systems – Windows and MAC OS
- Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)
- User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta etc.)
- Cloud based (SaaS) system – Microsoft 365, Windows365 etc.
- Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
- Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
- Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket.
- Provide case status updates to management and end-users according to service level guidelines
- Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
- Provide / offer guidance and help users solve common IT problems.
- Create and maintain relevant processes, procedures, and knowledge article documentation.
- Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
- Performs miscellaneous job-related duties as assigned.
Reporting Relationship
Reports to: Reactive Operations Center (ROC) lead
Attributes
To be successful in this position employee will have the following attributes
- Client-focused. You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
- Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
- Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
- Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.
Skills, Qualifications and Experience
Skills
Mandatory
- Strong knowledge of customer service practices and procedures
- Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
- Developed troubleshooting and diagnostic skills
- Demonstrated ability to function in a non-scripted helpdesk environment
- Demonstrated experience providing remote support via remote tools
- Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.
Desirable
- Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services.
- Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)
Qualifications
Mandatory
- High school diploma or GED
- CompTIA A+
Desirable
- HDI – Support Center Analyst (HDI-SCA)
- ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
- CompTIA Network+, CompTIA Security+
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Modern Desktop Administrator Associate
Experience
Mandatory
- 2+ years of Service/Help Desk experience providing IT Support
- Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
- Comfortable working a shift that falls between 8:30 AM and 9:00 PM to help provide full-day coverage in our 24/7/365 operation.
Desirable
Managed Service Provider (MSP) Experience in a Service Desk Role
What We Offer
- You won’t have to leave us to get ahead. Our high performers stick with us and grow with us. We’re good at what we do. We have fun, and we are fun.
- You play a key role in helping others succeed, and you get to see the daily impact and importance of your work. You aren’t a cog in the wheel – you matter.
- As you spend time with us, you will quickly see that we live by our core values. Tell the Truth, Do the Right Thing, Everyone Benefits
- We offer a competitive salary and benefits, including medical, dental, vision, and life insurance, 15 days of PTO annually, tuition reimbursement, and more.
About Optimal Networks
Founded in 1991, Optimal Networks, Inc. is a values-based consulting organization that helps small and mid-sized law firms, associations, and businesses solve problems by way of thoughtful technology guidance and white-glove service.
Last year, our Founder & CEO literally wrote the book on strategic legal technology, which you can learn more about here. https://www.modernlawfirmbook.com/
With nearly 20 workplace excellence awards under our belts and a top ethics award to boot, we take our people and our environment to heart. Take a look at the Scrapbook page on our website and listen to this podcast with our Founder & CEO to see (and hear) what we mean.
https://www.optimalnetworks.com/2009/11/07/1109-optimal-networks-wins-top-ethics-award/
https://www.optimalnetworks.com/company/scrapbook/
https://theteamworkadvantage.transistor.fm/episodes/heinan-landa-the-power-of-strong-organizational-core-values
It boils down to this: a team that is happy and engaged is going to provide its clients with the absolute highest level of service. We’re about helping people in the best possible way and delivering the kind of support that our competitors wish they could match.
Join us?
Job Type: Full-time
Pay: $25.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
License/Certification:
Ability to Commute:
- Rockville, MD 20850 (Required)
Work Location: Hybrid remote in Rockville, MD 20850
