Help Desk

Lorien; Tallahassee (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Lorien in Tallahassee is seeking a Tech Support Specialist to be the first point of contact for end users. You will handle phone and email tickets, triage issues, and work toward timely resolutions for hardware, software, and network problems.

The role emphasizes customer service, documentation, and effective communication with users and IT teams. The ideal candidate has 1–2 years of IT support experience, basic networking knowledge (DNS/DHCP), and familiarity with Windows OS and Office 365,

Qualifications

• 1–2 years of IT end-user support experience.
• Understanding of DNS, DHCP and basic connectivity troubleshooting.
• Experience with Windows OS and Office 365 administration.
• Strong written and verbal communication skills.
• Ability to document end-user information and ticket details.

Responsibilities

• Triage Tier 1 tickets via phone and email.
• Escalate complex issues to Tier 2/3 with proper documentation.
• Document actions and resolutions in the ticketing system.
• Provide user guidance and basic training on supported Microsoft technologies.
• Maintain knowledge base and SOPs.

Skills

IT support

Customer service

Ticketing

Networking basics

Documentation

Phone & email support

Problem solving

Communication skills

Education

Associate degree in Information Technology

Tools

Active Directory

Group Policy

Office 365

DNS

DHCP

PsExec

Job description

Overview

The Tech Support Specialist position will serve as the first level of technical support provided to our end users. Support tickets will be received by both phone and email. Responsibilities include, but not limited to; troubleshooting and resolving computer, printer, software, and network related issues. Basic technical knowledge and troubleshooting skills are required.

• Associates in Information Technology preferred,but not required
• 1-2 years providing IT support to end users
• Understanding of networking services such as DNS, DHCP, and ability to troubleshoot basic connectivity problems
• Experience with administration of Active Directory, implementing and troubleshooting Group Policy, and AD topologies
• Experience with Office 365 administration and the Office product suite
• General knowledge of electronics, PC architecture and operating systems
• Experience with current Windows OS
• Proven expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance and printer troubleshooting.
• Working knowledge of a range of diagnostic utilities, including application error and system event logs review to include ping, traceroute, ipconfig, and PsExec
• Understanding of VoIP technologies, including administration and troubleshooting
• Currently hold or be willing and abletoobtainthefollowingcertificationswithindesignatedtimeframeafteronboarding:
  • ITIL Foundation
  • CompTIA A+
  • CompTIA Net+
• Excellent written and verbal communication skills
• Resourceful and able to take initiative in a dynamic environment
• Apply system analysis techniques to resolve technical problems with computer hardware, software, mobile devices, and telecommunication systems.
• Triage and resolve Tier 1 requests and develop an understanding of Tier 2 & 3 escalation process.
• Effectively test fixes to ensure issues have been adequately resolved.
• Perform post-resolution follow-ups to ensure problem resolution.
• Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all call resolution notes are entered appropriately.
• Configure, maintain, test, and document Help Desk specific applications and knowledge base as well as document and monitor incident and work requests per departmental
• Ability to solve problems independently or collaboratively with Help Desk colleagues.
• Answer, evaluate, and prioritize incoming requests for
• Fulfill routine communication requirements, including system documentation and status reporting
• Utilize Help Desk Ticketing system to document and manage client requests and issues
• Provide training to end users as needed on any supported Microsoft technologies or contract specific applications.
• Ability to follow and adhere to simple and complex instructions, including SOP’s
• Create and update procedural documentation
• Scheduled shifts,
  • 7am-4pm Mon-Fri
  • 9am-6pm Mon-Fri
  • 3pm-12am Mon-Fri
• Potential to work weekends and holidays
• Other duties as assigned.

Position Core Competencies

• Problem Solving: Acts collaboratively in resolving problems. Ability to present solutions rather than just identifying problems.
• Technical Skills: Uses current technology and tools to solve user issues. Broad understanding of technical issues and ability to keep up to date with new technologies. Has strong aptitude for quickly learning new technologies.
• Innovation: Continuously improves the business by generating new and practical ways of doing things in order to solve problems. Encourages others to propose innovative solutions.
• Communication: Able to communicate clearly in written and verbal form with the team as well as with end users. Shares knowledge with the team without hesitation. Ability to maintain a professional attitude and appearance at all times. Build effective working relationships with team members as well as Tier 2 & 3 staff.
• Accountability: Follows through on commitments and agreements. Takes responsibility for mistakes and deadlines. Owns projects and tasks and completes them without needing reminding.
• Customer Service: Deliver courteous service. Take personal responsibility for resolving user issues. Seeks user improvement ideas.
• Stress Tolerance: Must be able to effectively handle stressful or adverse situations and work effectively under difficult conditions. Ability to remain calm while handling technical emergency situations or tight deadlines on project.

Physical Demands / Working Conditions

• Must be able to lift and/or move up to 30lbs of equipment; may be required to stand, walk, stoop, kneel, crouch or crawl.
• Ability to perform work in small spaces that may require bending and/or crawling to access cables, etc.
• Must be able to sit/work at a computer desk, using mouse and viewing, for potentially long periods of time; repetitive physical activity such as data entry and repetitive mental activity such as checking entries in a report, etc.