Help Desk Support Specialist

Santrac Technologies Inc.; Phoenix (AZ); On-site; USD 40,000 - 60,000; Full time

Job summary

A dynamic company, Santrac Technologies, is seeking a Help Desk Support Specialist based in Phoenix, AZ. The role encompasses providing exceptional customer service and resolving technical issues across various platforms. You'll be instrumental in supporting network integrations and VOIP systems while working with documentation to ensure efficient operations.

Qualifications

• Bachelor's Degree in IT or related certification (e.g., MSCA, Server+) or equivalent experience required.
• Experience in server and network administration and software deployment necessary.
• Experience with managed services providers preferred.

Responsibilities

• Provide technical support over phone, remote, and in-person.
• Troubleshoot and maintain hardware/software and VOIP systems.
• Document all work and manage client issues from escalation to resolution.

Skills

Exceptional communication skills

Strong technical knowledge

Ability to work independently

Ability to work as part of a team

Reliable and self-motivated

Education

Bachelor's Degree in IT or related certification

Tools

Active Directory

Windows Server

Office 365/Exchange Online

Job description

SanTrac Technologies is a highly innovative provider of Information Technology, VoIP, and Low Voltage Solutions. We are seeking a highly motivated and skilled individual for the position of Help Desk Support Specialist.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The Help Desk Support Specialist will provide excellent customer service and technical support, working over the phone, remotely, and in person at customer locations. Responsibilities include supporting network integrations, VOIP system configuration, technical documentation, troubleshooting hardware/software, and maintaining computer equipment, VoIP phones, and servers. The role also involves contacting vendors for product investigation.

Skills:

• Exceptional communication skills, both written and verbal
• Ability to work independently and proactively
• Strong technical knowledge
• Ability to work well both independently and as part of a team
• Reliable, self-motivated, and coachable

Job Duties:

• Supporting network and VOIP system projects and documentation
• Hardware and software troubleshooting, installation, diagnosis, repair, maintenance, and upgrades
• Providing remote and onsite support using industry-standard tools
• Managing client issues from escalation to resolution
• Documenting all work and communication
• Participating in internal projects to grow SanTrac's IT services
• Supporting Windows desktops and servers, including troubleshooting errors, patches, and upgrades
• Diagnosing and resolving issues such as viruses, printer problems, and network connectivity
• Configuring and upgrading network hardware in on-premise and cloud environments
• Leading projects, resource planning, and timeline management
• Maintaining in-depth knowledge of computer systems, networks, and Microsoft Office applications
• Hardware repair of desktops and servers
• Configuring Hosted VoIP PBX systems and VoIP equipment
• Assisting with VPN configurations and data backup monitoring

Experience:

• Bachelor's Degree in IT or related certification (e.g., MSCA, Server+) or equivalent experience
• Experience with Active Directory, Windows Server environments, and Office 365/Exchange Online
• Experience in server and network administration and software deployment
• Experience supporting managed services providers is preferred
• Experience with tools like ConnectWise, IT Glue, Datto, and Continuum is a plus