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Technical Support Specialist

3 months ago

Blue Bell, United States firstPRO, Inc Full time

We are seeking a Technical Support Specialist to provide enterprise-wide first-level support in a hybrid, contract-to-hire role. The position involves troubleshooting issues related to password resets/account unlocks, Microsoft Office 2016, hardware and software, connectivity, VPN, Desktop VDI, and Android/iOS smartphones.


Responsibilities:

  • Provide first-level technical assistance via phone, email, or in person.
  • Troubleshoot and resolve hardware, software, and network issues, escalating complex/high-priority problems as necessary.
  • Use monitoring tools to identify and diagnose technical issues.
  • Document and update incidents in the HEAT Call Ticket System, ensuring proper resolution and closure.
  • Follow standard Help Desk procedures and ensure resolutions are documented in the HEAT First Level Support database.
  • Research technical questions and follow up with users to ensure issues are resolved.
  • Administer user account creation, changes, and terminations.
  • Provide off-hours support on a rotating on-call schedule, including escalation of Verizon MPLS issues when necessary.
  • Assist the Help Desk Coordinator with unresolved issues.


Qualifications:

  • Associate degree in IT or related field, A+ certification, or five years of equivalent work experience.
  • Proficiency in supporting PC hardware, Active Directory, network troubleshooting, Windows 7/8.1/10, and Microsoft Office 2016.
  • Experience with Lotus Notes, Ivanti HEAT, Hitachi Password Manager, TeamViewer, IntelliAdmin, and Android/iOS smartphones is a plus.
  • Knowledge of 10 Zig, VMWare Horizon client, VPN, and Remote Access.
  • Strong diagnostic and problem-solving skills, with an understanding of network topology.
  • Excellent oral and written communication skills for conveying technical guidance.
  • Ability to multi-task, work under pressure, and interpret technical documents and procedure manuals.


Job Types: Full-time, Temp-to-hire

Pay: $20.00 - $25.00 per hour