IT Support Specialist - MSP Level II

microtechsystemsinc; Boise (ID); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health care

PTO & holidays

401k match

Professional development

Job summary

MicroTech Systems in Boise, Idaho is seeking a Technical Support Specialist to provide technical guidance and support to our business and clients. The role requires diagnosing and resolving complex issues across applications, OS, and equipment, with both onsite and remote work.

You will document all work and ensure timely ticket resolutions. The ideal candidate has a strong technical background, solid analytical skills, and proven problem-solving experience, plus excellent client communication

Qualifications

• Associate's degree preferred.
• Four years minimum IT support experience.
• MSP experience preferred.
• Strong background in Windows/Office 365/AD/Exchange.

Responsibilities

• Diagnose and resolve advanced issues for a wide range of applications, OS, and hardware.
• Provide technical assistance and solutions to clients.
• Collect detailed information from sources, software utilities, or clients.
• Perform advanced troubleshooting of networks, desktops, and mobile devices.
• Use the Service Desk to document work, progress, and resolutions.
• Ensure tickets are assigned promptly and updated throughout.
• Resolve tickets within SLA timeframes and communicate outcomes.
• Support is provided onsite and remotely; maintain professionalism.
• Follow up with clients to confirm solutions and satisfaction.

Skills

Technical troubleshooting

Client communication

Time management

Onsite & remote support

SLA adherence

Education

Associate's degree in Computer Science

Tools

Office 365

Windows Server

Active Directory

Microsoft Exchange

PowerShell

Job description

MicroTech Systems is looking for a Technical Support Specialist to join our team in ourBoise, Idahooffice. This person will provide technical guidance and support to our business and clients.

The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. The ideal candidate will use their interpersonal skills to communicate with clients and provide a solution to their technical problems quickly and professionally.

Responsibilities:

• Diagnosing and resolving advanced issuesfor a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of networkhardware and software components.
• Providing technical assistance and solutions to clients.
• Collecting specific and detailed information from reference sources, software utilities, or clients.
• Performing advanced troubleshooting of networks, desktops/laptops, and mobile devices.
• Utilizing the Service Desk ticketing system to document all work, progress, and resolutions.
• Ensuring tickets are promptly assigned and processed.
• Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
• Contacting clients and resolving issues within SLA timeframes.
• Troubleshooting will involve both onsite and remote work. Professionalism is a priority.
• Following up with clients to ensure accurate solutions and client satisfaction before closing each ticket.

Requirements:

• Associate's degree in Computer Science (or the equivalent) is preferred.
• MSP experience preferred
• Fouryears minimum of related IT support experience - including but not limited to:
  • Office 365 installation / configuration / administration / troubleshooting
  • Microsoft Windows Server / Active Directory / configuration / administration / troubleshooting
  • Microsoft Exchange
  • Scripting knowledge and experience
  • PowerShell knowledge
  • Hypervisor understanding / administration
  • Advanced installation, maintenance, troubleshooting of various backup solutions
  • Advanced desktop, server, LAN and WAN troubleshooting and maintenance
• Technically savvy with strong time management skills
• Experience troubleshooting issues and achieving solutions
• The ability to explain to a non-technical person in a way they will understand
• Maintain a high degree of professionalism
• Maintain superior client relations

About MicroTech Systems:

MicroTech Systems is a professional IT Managed Service Provider (MSP)dedicated to helping people feel secureso that we can all grow together! Our employees enjoy a work culture that promotes our core values first and foremost: Integrity First, Build Trust, Own It, Never Give Up, and Customer Service Above All Else.

We are looking for high energy individuals who are motivated and interested in making a long-term commitment to excellence.

Benefits:

• health care
• paid time off and holiday time
• 401k matching
• professional development