Technical Support Specialist

Responsibilities

Help users resolve desktop hardware and software issues, including user account setup and related administrative duties (e.

g., installing, upgrading, and supporting Mac and Windows desktop software and hardware).

• Troubleshoot and resolve software, hardware, and peripheral device issues (e.g., network printers, scanners, VoIP phones).
• Respond to requests for technical assistance in person, via phone, or electronically.
• Provide remote computer and hardware setup and replacement, performing configurations and installations as needed.
• Track, log, and route problems / requests in ConnectWise Manage, document resolutions, and collaborate with the team on next steps for ticket resolution.
• Support the Manager of IT Support with routine maintenance and day-to-day duties, including server and network infrastructure monitoring.
• Support users with document management system (DMS) issues, configurations and best practices. (Our current DMS is NetDocs)
• Maintain and troubleshoot mobile devices, including Android and iPhones.
• Research and stay current with system information, changes, and updates to enhance user support.
• Perform post-resolution follow-ups on help requests to ensure issue resolution.
• Provide remote support for users, including VPN configurations and management. (Our current VPN solution is GlobalProtect.)

Qualifications

Required Experience : 3+ years of tech support or helpdesk experience, preferably in a legal or professional services environment.

• Strong Microsoft Office experience, including Office 2016 and Office 365.
• Proficiency in Windows 10 / 11, MacOS, Apple iOS, and Android environments.
• Familiarity with peripheral devices such as printers and scanners.
• Experience supporting document management systems, preferably NetDocs
• Excellent troubleshooting and diagnostic skills.
• Experience with network infrastructure, including TCP / IP networking stack, switches, routers, and firewalls.
• In-depth knowledge of hardware / software, server platforms (Windows Server 2012 and newer, Linux), and cloud computing infrastructure (AWS).
• Experience supporting remote users, including VPN setup and management (GlobalProtect).
• Certifications such as CompTIA A+ or AWS Certified Solutions Architect. (Not required)

Required Skills

• Exceptional interpersonal, verbal, and written communication skills with a focus on rapport-building and effective problem-solving.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Complete command of the English language, both written and conversational.
• Strong sense of ownership and responsibility for work performed.

Preferred Skills

• Maintain detailed documentation in ConnectWise Manage, including end-user identification, problem nature, and actions taken (successful or unsuccessful).
• Stay up-to-date with the hardware and software solutions used within the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, troubleshooting systems, and applications.
• Assist with various departmental projects relating to DMS and data migration.
• Contribute to team collaboration to ensure prompt issue resolution.
• Be a proactive and collaborative team player!
19 hours ago