GENERAL DESCRIPTION OF POSITIONUnder general supervision of the IT Services Supervisor, the IT Support Specialist I is a key role in delivering on our fully managed IT Services suite of products. This position provides our customers with first level support and trouble resolution so they can focus on running their business. IT Support Specialists are an essential component of our company brand to deliver world class IT service support.ESSENTIAL DUTIES AND RESPONSIBILITIESTroubleshoot and resolve end-user laptop/desktop PC issues.PC/Laptop Repair includes cloning hard drives and hardware diagnosis.Set up new computers and user accounts in a domain environment.Administer existing Active Directory EnvironmentsConfigure and deploy Printers / MFPsReport computer issues to vendor support, working through diagnostics and implementing the solution.Ensure the confidentiality and security of all information.Diagnose and resolve user software issues, printing, email, internet, wireless and local area network access problems.Coordinate timely repair of equipment remotely or onsite as needed.Ability to prioritize service tickets by urgency.General assistance with Microsoft Office Suite: Word, Excel, Outlook, Power Point, and AccessTroubleshoot various types of clients’ specific software.Troubleshoot failed backup jobs.Troubleshoot low disk space issues.Respond to on call pager as part of team pager rotation.REQUIREMENTSHigh school Diploma, some College, completion of Technical School preferredAt least two years of experience in Customer Service, Tech Support or similar preferredAny equivalent combination of education and experienceEntry level CompTIA Certifications preferred.Experience working with MSP companies (preferred)MUST HAVE SKILLS
Strong English verbal and written communication skills in a professional environment
Experience and understanding working with Windows computers, printers, scanners, and copiers in a network environment.General assistance with Microsoft Office Suite: Word, Excel, PowerPoint, and OutlookSet up new computers and user accounts.Troubleshoot Groups, Teams, Sites, and Distribution Lists in MS365Troubleshoot shared resources, and delegate mailboxes in MS365.LIKE TO HAVE SKILLSAdminister maintenance activities such as operating system and application software patching.Foundational knowledge of TCP/IP protocol, Internetworking, File sharing, DNS and EmailTroubleshoot various types of clients specific software.Manage User, Groups, Group Policies and Computer Objects and Organizational Units in AD and Azure ADUnderstanding Common Ports and Protocols (e.g., DHCP, DNS, FTP, SMTP, HTTP(S))Create and troubleshoot mail filtering policies.Troubleshoot, Manage and Configure, File Sharing, NTFS Permissions, and Printer SharingQUALIFICATIONSStrong communication skills, including the ability to translate technical information into layman’s terms.Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issueAbility to adapt and accept challenges in a fast paced, dynamic environmentDemonstrated written and verbal two-way communication skillsStrong commitment to providing quality serviceExcellent and reliable attendance recordStrong interpersonal skillsPossess a positive attitude and be able to fit in well within a strong teamAbility to successfully prioritize service issues based on multiple competing objectivesWillingness and commitment to ongoing learning and developmentPowered by JazzHR