Technical Support Specialist

Majestic Steel is excited to add a Technical Support Specialist to our Team! This person will be responsible for monitoring incoming helpdesk ticket requests, troubleshooting complex issues, and supporting a primarily Windows-based fleet of laptops and desktops.

This role is pivotal in ensuring smooth IT operations by providing support to our associates on various technical issues.

Please note, following training, this role will be a hybrid work schedule (two days a week in the office, based on business need, and the remainder of the week from home).

Essential Duties and Responsibilities

• Monitor and respond promptly to incoming helpdesk ticket requests.
• Provide support to remote associates and associates working from our local offices, ensuring seamless connectivity and productivity.
• Troubleshoot diverse network conditions to aid VPN connectivity.
• Provide first-line support to associates on daily break / fix issues, and deploy end-user laptops as part of the hardware refresh lifecycle.
• Troubleshoot and resolve hardware, software, and network issues, escalating to higher-level support when necessary.
• Support printer-related issues, including desktop multifunction printers, multifunction copiers, and industrial tag printers (e.g., Zebra, Honeywell).
• Identify opportunities for automation and implement automated solutions to streamline repetitive tasks and improve overall productivity.
• Document resolutions and create comprehensive knowledge base articles to aid associates in resolving technical issues independently.
• Maintain accurate records of support requests, resolutions, and follow-up actions in the helpdesk ticketing system.
• Work closely with the following tools and technologies : PDQ, SmartDeploy, Active Directory, Entra ID (Azure AD), Intune, Slack, Zoom, VMware, Veeam, Workspace ONE, Kandji, Powershell, Azure, and Okta.
• Other job-related duties and special projects as assigned.

Education, Training and Experience Requirements

• Bachelor’s degree in information technology or related field; or equivalent experience.
• Strong familiarity with Windows and support and troubleshooting.
• Experience with iOS and Android device troubleshooting and support.
• Proficiency in Microsoft services, including Office suite and cloud services.

Knowledge, Skills and Abilities Requirements

• Provide exceptional customer service, supporting associates from a variety of technical skill levels and roles.
• Strong problem-solving and analytical skills.
• Strong organizational skills and attention to detail.
• Communicate technical information clearly and effectively to non-technical associates.
• Excellent communication and presentation skills.

Preferred Qualifications

One year experience supporting end users in a Windows-based enterprise.

Additional

• Proven ability to work efficiently and effectively from a corporate office and a home office setting.
• Must be able to work outside normal business hours / days as needed.
• Must be able to travel occasionally and work at an outside location.

At Majestic, we are committed to creating an inclusive environment where diverse voices are welcomed from associates throughout the entire organization.

We have an inclusive culture, where all associates are respected; where different viewpoints, thoughts, and ideas are encouraged and embraced.

Majestic is proud to be an equal opportunity employer. Majestic considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.