Support Specialist – Managed Services

• Provide Tier 2 IT support for technical issues involving Microsoft core business applications and operating systems
• Troubleshoot and resolve incoming technical issues via phone or ticket system
• Research internal and external resources to identify the best solutions
• Advise clients about concerns discovered while serving them
• Build and foster client relationships
• Record time spent on tasks, troubleshooting, research, and remediation for accurate Managed Services contract labor reporting
• Maintain inventory of monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment
• Apply diagnostic utilities for troubleshooting
• Create and maintain current documentation of client systems and environments
• Perform desktop-level fixes, including software installation and upgrades, hardware installation, file backups, and system/application configuration
• Evaluate documented resolutions and analyze trends to prevent future problems
• Procure computer supplies as requested by IT management
• Communicate with vendors to request service, provide updates, and resolve open tickets
• Follow established methods for responding to and documenting support requests

• Degree in the field of computer science and/or equivalent work experience
• Minimum of 2 years of industry experience specifically supporting Microsoft-based environments
• Practical knowledge installing and configuring operating systems, networked and local printers
• Required knowledge of Windows Desktop OSs, Windows Server platforms, Active Directory, and Group Policy
• Strong technical knowledge of SMB networks, infrastructure, and equipment
• Ability to concisely document processes, issues, and resolutions; strong writing skills
• Ability to multitask, prioritize tasks, and respond with a sense of urgency
• Strong problem-solving and critical-thinking abilities
• Ability to work independently and effectively within a team structure
• Strong organizational skills and attention to detail
• Knowledge of standard help desk service call methods and procedures
• Experience with time-tracking/ticketing software desired
• Preferred knowledge of Exchange platforms, VLAN, VPN, HP and Meraki network configurations, routing, wireless, FortiGate firewall solutions, and SDWAN

• Competitive benefits
• Continuous training
• Personal and professional development opportunities
• Access to industry-certified experts
• Team-oriented, collaborative and inclusive workplace culture