Support Systems Specialist

:

The Support Systems Specialist performs a variety of remote and hands-on, technical support thorough working knowledge of information technology and infrastructure administration. This relates to all technology areas including workstations, servers, mobile devices, printers, networks, vendor specific hardware / software, and cloud solutions.

Essential Duties and Responsibilities

• Work as part of the Support Services team to handle issues remotely and on-site as needed.

• Fulfill reoccurring onsite support appointments as outlined by client agreement.

• Complete tickets as assigned by the Support Services Coordinator.

• Requires local travel to client locations within a specified geographic region.

• Provide excellent client support via telephone, email and in person for Tier 1 and Tier 2 tickets.

• Ability to troubleshoot and resolve technical issues including, but not limited to the following:

• Windows Server 2012/2016/2019/2022: Active Directory, DNS, DHCP, file shares, printing, etc.

• Windows 7/8/10/11

• Exchange Server 2013/2016/Office 365

• Common Client/Server applications including QuickBooks, Sage, CRMs, etc.

• Office 365 - OneDrive, SharePoint, Outlook, Teams, etc.

• Printers, scanners, fax devices

• Mobile devices (iOS, Android, etc.)

• Ability to troubleshoot and resolve networking issues including the following:

• Basic firewall troubleshooting including VPN and content filtering.

• Basic networking troubleshooting - DHCP, DNS, switches, wireless, etc.

• VOIP - Internal or Hosted Solutions

• Make appropriate recommendations and follow-up to maintain client's productivity.

• Take personal initiative for completing tasks, communicating concerns, and mitigating risk.

• Initiate and maintain accurate and timely documentation as required by departmental procedures and Company policy.

• Perform timely and accurate scheduled maintenance and service tasks, as needed, for clients.

• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality service.

• Communication with clients, as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Additional Duties and Responsibilities:

• Ability to work in a team and communicate effectively.

• Escalate service or project issues that cannot be completed within agreed service levels.

• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.

• Document internal processes and procedures related to duties and responsibilities.

• Review and complete work through service tickets and projects, as assigned by manager or via workflow assignment.

• Enter all work notes in service or project tickets within ConnectWise ticketing system.

• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representative relevant combination of education, experience and training that demonstrates the knowledge, skills and abilities to perform the essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's Degree related to Business Information Systems preferred, and/or at least two (2) years of end-user support experience or equivalent combination of education and experience.

• Professional IT Certifications, such as: Microsoft MS-900, AZ-900, Microsoft MCP, MCSA, or MCSE, CompTIA Network+, or CompTIA A+.

• Minimum 2-5 years of Helpdesk, Desktop Support experience and/or client-server environment.

• Interpersonal skills, such as: telephony skills, communication skills, active listening, and customer-care.

• Analytical, critical, and deductive reasoning required to troubleshoot network issues.

• Ability to multi-task, adapt to changes quickly while following processes and procedures, and take directions positively.

• Competent in communicating technical information to technical, as well as non-technical end-users.

• Technical awareness: ability to match resources to technical issues appropriately.

• Service awareness of all organization's key IT Services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide IT services.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast-moving environment.

• Strong working knowledge of the following:

• Windows Server (2008/2012/2016/2019/2022)

• Windows 8, 10 and 11

• Networking Technologies

• Server/PC Hardware Diagnostics

• Cloud-Based and Virtualization Technologies

• Familiarity with ConnectWise, Kaseya, SonicWall Global Management System (GMS), IT Glue, desirable.