The core mission of the Support Specialist is to service customers by executing on Help Desk tickets.
This role is a great opportunity for a dynamic problem-solver who loves helping people and takes pride in providing high-quality support.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Work with a ticketing system.
- Install and configure computer hardware, software, systems, networks, printers, and scanners.
- Manage Active Directory and Microsoft 365 Tenant.
- Respond in a timely manner to service issues and requests.
- Maintain, edit or update user documentation, technical documentation, training material as per established standards and practices.
- Coach and train interns.
- Keep inventory organized and update assets in the ticketing system.
- Engage with 3rd parties for support & escalation.
- Attending individual and team meetings.
- Schedule appointments with clients and respect engagements.
- Follow the Microsoft training path set by the Team Lead.
- Achieve goals set by the Team Lead.
- Participate in social events and activities to help build team spirit and cohesion.
Qualifications
- A degree in computer science or information technology is preferred.
- Work with Windows and Mac operating systems.
- Good knowledge of Active Directory environments and Microsoft 365.
- Strong communication skills, organizational skills and time management skills.
- 1 year experience in an IT Helpdesk environment.
- 2 years' experience in a customer service role.
Pay: From $40,000.00 per year
Work Location: In person
