Position Overview
As a Technical Support Specialist I , you will play a vital role in delivering exceptional technical support to our clients. Acting as both the first point of contact and a problem solver, you will assess and address client inquiries efficiently, providing technical assistance, troubleshooting issues, and escalating complex cases when necessary. Your responsibilities will include remote troubleshooting, incident management, proactive maintenance, and ensuring effective communication between clients and our company.
Essential Duties & Responsibilities :
Client Support & Coordination :
- Serve as the first point of contact for clients seeking technical support via phone, email, and web platform
- Assess client needs quickly and efficiently, providing immediate resolutions when possible or routing to the appropriate technician
- Create, track, and manage service tickets using a service desk ticketing system
- Maintain service level agreements (SLAs) by tracking engagement and ensuring timely responses
- Follow up with clients to confirm issue resolution and track service delivery success
Technical Support & Troubleshooting :
Deliver technical support across multiple clients, understanding diverse IT environmentsUtilize remote desktop tools and troubleshooting techniques to diagnose and resolve issues efficientlyPerform quick service tasks (e.g., password resets, filtering rule changes) with appropriate trainingInstall, configure, and upgrade software and hardware componentsProvide proactive maintenance, monitoring systems to prevent potential issuesMaintain and support client technology assets, including servers, clients, printers, wireless hardware, and network infrastructureIncident & Service Management :
Log, categorize, prioritize, and diagnose incidents while providing workarounds when necessaryEscalate complex technical issues to higher-tier support teamsTrack progress between service teams to ensure quality and timely follow-upsProcess service and change requests for new users, terminated users, and organizational changesTraining & Communication :
Maintain accurate documentation of incidents, problems, and resolutionsAssist in developing technical standards and workflowsTrain end-users and prepare training materials on hardware and software usageProvide guidance to clients on new systems, software, and IT best practicesPreferred Skills :
Experience in a help desk, service desk, or technical support role; MSP experience preferredStrong knowledge of systems, software, and hardware troubleshootingFamiliarity with Active Directory and ticketing systemsIT certifications (e.g., CompTIA A+, Network+, Microsoft Certified : Modern Desktop Administrator Associate) are a plusStrong customer service and troubleshooting skillsAbility to communicate effectively, both verbal and written, with diverse individuals at all levelsResourceful, self-starter, and productive in a fast-paced, entrepreneurial environmentInquisitive mindset with a passion for learning and applying new technologiesAdditional Requirements :
Must possess a valid driver's license and have reliable transportation, as travel to client sites may be requiredMust be able to lift up to 50 lbs. as needed for hardware installationsWhat's in it for You?
Opportunity to work with a rapidly expanding tech company in the booming fields of IT and Analytics / AI, alongside some of the brightest in the industryOpportunity to work with cutting-edge technology in an engaging, fun environmentOpportunity to be a part of a local company committed to making a difference in our communityFree snacks and an unlimited supply of coffeeSocial events such as happy hours, game nights, holiday parties, ice cream sundae bars, fancy coffee carts, company softball team, company bowling team, etc.Competitive salary and benefits package including health, vision, dental, and life insuranceSkills & Requirements Qualifications
