IT Support Specialist

NexTech Professional Services; Bingham Farms (MI); Hybride; USD 42 000 - 60 000; Plein temps

Résumé du poste

Huntington Technology is seeking an IT Support Specialist to deliver remote and on-site technical support to small and mid-sized businesses. You will diagnose and resolve issues across desktops, laptops, printers, phones, servers, and networks, while creating detailed documentation and tracking tickets from start to finish.

Ideal candidates have 2+ years in computer support, familiarity with Windows OS, Office 365, and MSP tools such as Autotask, Datto RMM, and ITGlue.

Qualifications

• 2+ years computer support preferred.
• MSP experience preferred.
• Knowledge of Autotask, Datto RMM and ITGlue is a plus.
• Associates degree or higher in technology or equivalent experience preferred.

Responsabilités

• Provide remote and onsite technical support to end users.
• Troubleshoot hardware and software issues and document steps taken.
• Log and manage trouble tickets from identification to resolution.
• Support Windows-based computers and Office 365 applications.
• Work in both remote and client-site settings with reliability.
• Explain technical concepts clearly to customers and keep records up to date.
• Collaborate with team members and vendors to meet client needs.

Connaissances

Customer service

Troubleshooting

Communication skills

Problem solving

Formation

Associate degree in technology

Outils

Windows OS

Office 365

AD/Active Directory

Autotask

Datto RMM

ITGlue

Description du poste

About the position

We are more than an IT company. We specialize in customer service. You will be that first point of contact and the face of Huntington Technology to our customers. Provide remote and onsite technical support to end users in a variety of small to medium sized businesses. Relationship building with end users to identify their issues related to desktops, laptops, printers, phones, server, or network connectivity. Open and log trouble tickets to track issues from identification through resolution. The IT Support Specialist will work both onsite and remote providing support for installation, configuration, troubleshooting of operating systems, software applications, and line of business applications.

Primary Responsibilities include

• Responsible for solving client technical issues by providing the highest level of technical support.
• Maintain customer loyalty by serving clients above and beyond their expectations.
• Take ownership of issues and seeing them through to resolution.
• Have a high sense of urgency and a get-it-done attitude.
• Support customers over the phone in a remote setting and on-site at client location.
• Advocate for our clients to better meet their needs.
• Reliability, showing up to work when scheduled and showing up on time. Our clients demand a very high level of reliability from our staff.
• Answer phones and emails, evaluate client requests and respond quickly to their needs.
• Troubleshoot and remediate hardware and software systems when necessary and make improvements to these systems to prevent future problems.
• Should have knowledge of commonly-used concepts, practices, and procedures within IT service delivery.
• Create detailed documentation on steps taken to identify and remediate issues.
• Install, deploy, and troubleshoot primarily Windows based computers.
• The candidate must be a fast learner and interested in continuing education in our primary support systems.

Overall Job Requirements:

• Excellent customer service and communication skills to work effectively with clients, team members, and vendors
• Practical problem-solving skills and solid troubleshooting skills are must
• Strong working knowledge of Windows 10/11 and previous versions of Windows OS is essential.
• Understanding of how Windows Professional machines function in an Active Directory environment.
• Working knowledge of Microsoft Office 365 and previous versions as well as other common desktop software such as Adobe Reader, Intuit QuickBooks, Mainstream Web Browsers, Java, etc.
• Ability to learn, understand, and troubleshoot industry line of business applications.
• Working knowledge of Network fundamentals and TCP/IP.
• Strong troubleshooting skills to identify and think through technical problems.
• Understanding of network and computer technologies including: desktop hardware and software, VPN clients, antivirus, email systems, computer security, and data transfer/migrations.
• Computer related degree or certifications (MCITP: Desktop, A+, N+, CompTIA) are an advantage.
• Must be able to set priorities, solve problems, and handle multiple tasks in a fast-paced environment.
• Provide clear and concise documentation of all work activities and accurate time keeping.
• Required to present clear ideas, concepts, and detail issues verbally and in writing.
• Practice good follow-through techniques to ensure proper resolution of issues.
• Ability to work on his/her own, as well as function as part of our team.

Experience:

• 2+ years computer support preferred
• Managed Service Provider (MSP) experience is preferred
• Knowledge of Professional Services Automation (Autotask), Remote Management/Monitoring tools (Datto Remote Management), and documentation platforms (ITGlue) are a plus!

Education:

• Associates degree or higher in any technology field or equivalent experience preferred (or currently pursuing your degree.)