Technical Support Specialist

Booth & Associates; Baton Rouge (LA); On-site; USD 45,000 - 65,000; Full time

Job summary

Booth & Associates proudly seeks a Technical Support Specialist to serve as the primary IT contact across six offices. You will install, troubleshoot, and maintain software and hardware, and collaborate with the IT Manager to research solutions for IT issues in each office. This position is in-office.

You will install and support Windows environments, deploy workstations, manage accounts, and contribute to a safety-conscious culture while assisting with training materials and SOPs.

Qualifications

• Associate degree in Computer Science, Information Technology, Information Security, Networking or related field.
• 2 years of applicable help-desk experience required.
• Familiarity with EasyVista help desk software is a plus.
• Knowledge of remote access desktop programs and how to use them.
• Strong communication with employees to learn about tickets and resolve issues.
• Experience supporting Windows server environments or related home/project work.

Responsibilities

• Resolve software and hardware issues for end-users across multiple offices.
• Administer and support Windows operating systems and engineering software.
• Provision and deploy workstations, user accounts, and applications.
• Maintain and monitor company computer networks and inventory.
• Travel occasionally to company offices to provide onsite support and project assistance.
• Create SOPs and training materials for IT processes and troubleshooting.
• Communicate technical concepts to technical and non-technical users.

Skills

Time management

Remote access

Ticket handling

Communicate with users

Education

Associate degree in IT/CS/Networking

Tools

EasyVista

Samange

Job description

Description

• Effectively work with technical and non-technical end-users to resolve software and hardware issues across multiple offices.


• Administer and support the latest versions of Windows and engineering software


• Provision and deploy workstations, user accounts, applications, and related IT resources for new and existing employees


• Support and contribute to a company-wide safety culture by following established safety standards, policies, and best practices, helping to ensure a safe environment for employees, clients, and the public.


• Manage IT inventory and coordinate repair of a variety of hardware (e.g. laptops, desktops, accessories, phones)


• Travel occasionally to company offices to provide onsite technical support, equipment deployment, and project assistance as needed.


• Understand networking fundamentals and be our onsite hands for core networking issues (switching, routing, WiFi access points, etc)


• Communicate professionally with employees and clients in person, over the phone, and remotely to diagnose and resolve technical issues.


• Actively update, maintain and monitor all aspects of computer networks


• Organize and file documentation pertaining to warranties and instructional guides for computer hardware


• Create SOPs for both IT team and employee use for actions, processes, etc.


• Assist management in creating training materials pertaining to computer troubleshooting and usage


• Effectively communicate technical concepts to technical and non-technical end-users.


• The above statements describe the general nature and level of work being performed by individuals assigned to this position. This list is not intended to be an exhaustive list of all responsibilities and duties required of personnel.

Occupational Summary:

As a Technical Support Specialist, you will serve as one of the primary points of contact for all things IT at Booth & Associates’ six offices. You will be responsible for installation, integration, maintenance, troubleshooting, and upkeep of the software and systems that support our operations in each office. You will also work with the IT Manager to research solutions to IT issues that arise within the company. This position will be in-office.

Position duties include:

• Effectively work with technical and non-technical end-users to resolve software and hardware issues across multiple offices.


• Administer and support the latest versions of Windows and engineering software


• Provision and deploy workstations, user accounts, applications, and related IT resources for new and existing employees


• Support and contribute to a company-wide safety culture by following established safety standards, policies, and best practices, helping to ensure a safe environment for employees, clients, and the public.


• Manage IT inventory and coordinate repair of a variety of hardware (e.g. laptops, desktops, accessories, phones)


• Travel occasionally to company offices to provide onsite technical support, equipment deployment, and project assistance as needed.


• Understand networking fundamentals and be our onsite hands for core networking issues (switching, routing, WiFi access points, etc)


• Communicate professionally with employees and clients in person, over the phone, and remotely to diagnose and resolve technical issues.


• Actively update, maintain and monitor all aspects of computer networks


• Organize and file documentation pertaining to warranties and instructional guides for computer hardware


• Create SOPs for both IT team and employee use for actions, processes, etc.


• Assist management in creating training materials pertaining to computer troubleshooting and usage


• Effectively communicate technical concepts to technical and non-technical end-users.


• The above statements describe the general nature and level of work being performed by individuals assigned to this position. This list is not intended to be an exhaustive list of all responsibilities and duties required of personnel.

Minimum Qualifications:

• Associate degree in Computer Science, Information Technology, Information Security, Networking or any other related field.


• 2 years of applicable experience required


• Time-management skills and the ability to establish reasonable and attainable deadlines for resolutions


• Familiarity with help desk software’s such as EasyVista and Samange is a plus


• Knowledge of remote access desktop programs and how to use them


• Ability to communicate efficiently with employees to learn more about tickets by asking questions and engaging in conversations


• Experience supporting Windows server environments either through work experience, classwork, or home projects.


• Self-starter that can operate independently, but also collaborate with colleagues across multiple offices

Preferred Skills / Nice to Have:

• Experience supporting engineering software such as Autodesk AutoCAD, Civil 3D, Bentley products, Bluebeam, ETAP, and EMTP.


• Experience with PowerShell scripting for automation and systems administration.


• Experience administering Microsoft 365 services, including SharePoint, Azure Active Directory, Teams, etc.


• Understanding of cybersecurity best practices, including MFA, endpoint protection, and vulnerability remediation.


• CompTIA A+, Network+, Security+, Microsoft AZ-900, Microsoft SC-900, or other relevant industry certifications.