IT Support Specialist, Tier 1

1 month ago

Roseville, United States Brave North Technology Full time

This role has three primary responsibilities: 

(1) Act as the primary staff person covering help desk shifts and providing timely IT support for Brave North Technology LLC’s (“Brave North”) clients; 

(2) Perform routine update/maintenance for clients’ hardware and software; 

(3) Assist with technology requests, process improvements, and other administrative, documentation, and duties as requested by clients and/or internal team members, and execute and complete entire or selected/assigned portions of tasks or projects.  

 

The scope of technology service is broad. Brave North supports internet, networking, client/desktop computers, printers, scanners, mobile devices, websites, email, and other IT-related devices and technology resources. Customer service skills are critically important: emotional intelligence, patience, and compassion are critically important. This position will know they have been successful in this position when clients report their issues were resolved efficiently, and they feel valued and listened to. 


Essential Functions 

  • Be actively engaged and fully available for assigned intake help desk shifts, including ensuring no personal appointments, other work items, or other distractions interfere with response time to clients.  
  • When assigned a help desk shift, ensure availability for a response as needed and directed based on the assigned help desk shift role and directed by the Service Delivery Director. 
  • Provide timely responses to support requests or system monitor alerts, which come in via multiple methods, including by phone, email, form, calendar, and SMS. This includes: 
  • respond to all incoming requests immediately or within 30 minutes  
  • engage client with a professional, calm, patient, empathetic, and confident manner 
  • assess severity/impact level, triage and prioritize support requests accordingly 
  • proactively follow up with clients to verify that issues have been addressed to their liking 
  • escalate issues to technical lead as needed 
  • follow direction as given by the Service Delivery Director 
  • Documentation of support performed immediately or during the same shift of work, including: 
  • significant IT information in the client’s IT-information database or labor log 
  • a narrative description of work that was performed  
  • Provide timely on-site technical support at a client’s office or site as needed and scheduled. 
  • Act as primary team member performing routine maintenance for Managed Service clients, including documenting when actions are performed and communicating with clients updates, challenges in performing maintenance, and summaries to the lead technician. 
  • Perform project work as assigned, including performing project tasks as requested by supervisor.  
  • Other duties as assigned. 


Required Technical Tasks 

  • Use remote desktop connection to resolve IT issues. 
  • Install, troubleshoot, diagnose, and resolve problems for a wide variety of hardware and software for technological equipment such as (Windows and Mac) desktops and laptops, printers/scanners, smartphones, tablets, and A/V equipment. 
  • Maintain, repair, and update/upgrade computer hardware and software (and associated licensing) as needed for clients. 
  • Computer setups: generate custom-tailored workstation purchase recommendations for clients, perform basic OS setup and applications installation, configure security settings, and migrate user data as needed. 
  • Diagnose and remove virus/malware for Windows and Mac computers. 
  • Understand and resolve a wide range of email sending/receiving problems. 
  • Understand and resolve a wide variety of network connectivity issues. 
  • Understand and contribute to detailed technical documentation. 
  • Adapt to and work with unorthodox or unusual computer and networking configurations. 
  • Assist with IT projects that often include migration from local server to cloud-based service. 
  • Adaptively learn and navigate new and unfamiliar applications for which there may be little pre-existing knowledge or information.  
  • Think creatively and “out of the box” in order to solve unique problems that may be totally unfamiliar and have no clearly documented solution available.  


Knowledge, Skills, Abilities 

  • Working knowledge and foundational understanding of platforms: Windows (Desktop and Server), Mac OS, iOS, Android. 
  • Functional understanding and knowledge of networking, including a basic understanding of networking and internet connectivity, including the functions of modems, routers, switches, and wifi routers/access points.  
  • Functional understanding and knowledge of cloud computing, including a basic understanding of cloud applications such as Google Apps, Office 365, online backup/recovery. 
  • An understanding of web/internet systems, including fluency with major web browsers, such as Chrome, Firefox, and Microsoft Edge.  
  • Power-user familiarity with office productivity tools such as MS Office and Google Docs. 
  • An understanding of other in-office technology, including basic understanding and ability to troubleshoot sundry technology devices such as a projector/TV display, Apple TV, phones/VoIP, faxes, UPS (battery backup), or other technology that may require you to learn on-the-fly. 


Position Requirements 

  • Required to be available to take on assigned help desk shifts which are typically 8-hour assignments. 
  • Must be fully available and reachable within 15-minutes by mobile phone, email, text, and have reliable and secure internet access for on-call support during off-hours (5:00 pm - 7:59 am) on weekdays that the Help Desk is open, when scheduled for an on-call shift.  
  • Must be fully available and reachable within 15-minutes by mobile phone, email, text, and have reliable and secure internet access for on-call emergency support on weekends (Friday, 5:00 pm to Monday, 7:59 am) and holidays, when scheduled. 
  • Required to have a home office space that is secure and can support duties of the job and reflect positively upon the professionalism of the company.  
  • Required to have a driver's license and a reliable vehicle or regular access to a vehicle to be used for client onsite visits.  
  • Must have a workable home office environment with ability to have private phone conversations, display confidential information on a computer screen without other people being able to view information, and a secure home internet connection that is not accessible to others.  
  • Must be able to maintain a high degree of professionalism and keep client information confidential at all times. 


Other Information 

  • The position will receive calls, emails, and texts from a variety of clients representing many different industries and business categories. Must be able to pivot quickly between issues, questions, and conversations. 
  • Must have the ability to remain calm and reassuring when receiving a help desk request where the client may be stressed, frustrated, or angry. Brave North does not tolerate rude or inappropriate language, tone, and verbal abuse from employees or clients. 
  • Must have the ability to determine when to elevate support requests based on the nuanced description provided by the client or based on the leadership level of the user making the request. 


  • IT Support Specialist, Tier 1

    1 month ago

    Roseville, United States Brave North Technology Full time

    This role has three primary responsibilities: (1) Act as the primary staff person covering help desk shifts and providing timely IT support for Brave North Technology LLC’s (“Brave North”) clients; (2) Perform routine update/maintenance for clients’ hardware and software; (3) Assist with technology requests, process improvements, and other...

  • Educational Support Specialist

    1 week ago

    Roseville, California, United States Roseville City School District Full time

    Position Title: Educational Support SpecialistRole Overview: The Educational Support Specialist will play a crucial role in assisting educators within the classroom environment, specifically tailored for Transitional Kindergarten (TK) support. This position is designed to enhance the learning experience for students in the Roseville City School District,...

  • Educational Support Specialist

    1 week ago

    Roseville, California, United States California Department of Education Full time

    Job OverviewUnder the guidance of the school principal or designated authority, the Educational Support Specialist plays a crucial role in assisting with the supervision and instruction of students. This position involves performing administrative tasks and providing support to students both on and off campus, particularly in addressing special health care...

  • Sales and Support Specialist

    1 day ago

    Roseville, California, United States S&C, inc Full time

    Job OverviewS&C, inc is a rapidly growing Business Development firm specializing in individualized customer service and sales strategies to meet the needs of our clients. We are seeking a driven and professional Customer Service Representative to assist our growing consumer base to assist in product inquiries, answering questions, and finalizing the sales...

  • IT Support Specialist II

    2 weeks ago

    Roseville, United States Kratos Unmanned Systems Full time

    Kratos Unmanned Aerial Systems (KUAS), a division of Kratos Defense, is seeking an IT Support Specialist II to work onsite at their Roseville, CA location. Kratos Defense & Security Solutions, Inc is a leading defense technology company focused on unmanned systems, satellite communications, cyber security/warfare, microwave electronics, missile defense,...

  • Educational Support Specialist

    4 days ago

    Roseville, California, United States Soliant Full time

    Job OverviewWe are seeking a dedicated Educational Support Specialist with a minimum of 1+ years of experience in special education or as a paraprofessional.Position Details:This is a full-time opportunity for the academic year, where you will play a crucial role in supporting students' educational needs.Work Schedule:Full-time, Monday through...

  • Employment Support Specialist

    1 week ago

    Roseville, United States TSE, Inc. Full time

    Make a Difference in the Lives of Others as an Employment Support Specialist TSE, Inc. is seeking dedicated and compassionate individuals to join our team as Employment Support Specialists. In this rewarding role, you will play a vital part in empowering adults with developmental disabilities to achieve their employment goals and lead fulfilling...

  • Customer Service Specialist

    6 days ago

    Roseville, United States S&C, inc Full time $45,000 - $60,000

    Job DescriptionJob DescriptionHere at our company, we are a rapidly growing Business Development firm specializing in individualized customer service and sales strategies to meet the needs of our clients. We are seeking a driven and professional Customer Service Specialist to assist our growing consumer base to assist in product inquiries, answering...

  • Customer Service Specialist

    4 weeks ago

    Roseville, United States C and S Concepts Full time

    Job DescriptionJob DescriptionHere at our company, we are a rapidly growing Business Development firm specializing in individualized customer service and sales strategies to meet the needs of our clients. We are seeking a driven and professional Customer Service Specialist to assist our growing consumer base to assist in product inquiries, answering...

  • Customer Service Specialist

    2 weeks ago

    Roseville, United States S&C, inc Full time $45,000 - $60,000

    Job DescriptionJob DescriptionHere at our company, we are a rapidly growing Business Development firm specializing in individualized customer service and sales strategies to meet the needs of our clients. We are seeking a driven and professional Customer Service Specialist to assist our growing consumer base to assist in product inquiries, answering...

  • Office Support Specialist

    1 week ago

    Roseville, United States Ultimate Staffing Services Full time

    Job OverviewWe are seeking a dedicated Office Support Specialist to join our team at Ultimate Staffing Services. This role is crucial in ensuring smooth operations within our administrative functions.Key Responsibilities:Provide essential phone support for various teams, including service, parts, and dispatch.Review and verify work orders, ensuring parts are...

  • Administrative Support Specialist

    1 week ago

    Roseville, California, United States American Medequip LLC Full time

    Position OverviewWe are seeking a dedicated Administrative Support Specialist to join our team at American Medequip LLC. This role is essential in ensuring the smooth operation of our office and supporting our staff.Key ResponsibilitiesCommunication: Manage incoming calls and respond to inquiries in a professional manner.Scheduling: Coordinate and organize...

  • Individualized Home Support Specialist

    4 weeks ago

    Roseville, United States BrightPath Full time

    Individualized Home Support Specialist (IHSS) BrightPath LLC Pay Rate: $19 - $25 per hour (based on experience and qualifications) Are you looking for a flexible, part-time job that makes a real difference in people's lives? BrightPath LLC is seeking compassionate and dedicated individuals to join our team as Individualized Home Support Specialists (IHSS)....

  • Legal Support Specialist

    1 week ago

    Roseville, United States D.R. Horton Full time

    D.R. Horton, a leading home construction firm, was established in 1978 and is publicly listed on the New York Stock Exchange. The company specializes in the development and sale of high-quality residences aimed primarily at entry-level and first-time move-up buyers. Additionally, D.R. Horton offers mortgage financing and title services to home purchasers...

  • Client Support Specialist

    4 days ago

    Roseville, United States Metal Supermarkets Full time

    Client Support Specialist Job DescriptionPosition Overview:As a Client Support Specialist, you will be engaged in a full-time role, working five days a week without the need for evening or overnight hours.We are dedicated to fostering career growth and development within our organization, emphasizing internal promotions and providing numerous opportunities...

  • Customer Support Specialist

    2 months ago

    Roseville, United States Clementine Answers Full time

    Job DescriptionJob DescriptionImmediately hiring Part Time Customer Support Specialists at Clementine!What is a Customer Support Specialist? Our technology allows us to be a virtual extension of our client's teams and to make a direct impact on their everyday operations. If you're a strong typist who loves customer service and talking to people, this...

  • Educational Support Specialist

    1 week ago

    Roseville, California, United States Roseville Joint Union High School District Full time

    Position OverviewThe Educational Support Specialist plays a vital role in enhancing the learning experience for students within the educational environment. This position is integral to the academic success of students, providing necessary assistance and support to educators and learners alike.Key ResponsibilitiesAssist in the implementation of educational...

  • Community Support Specialist

    4 days ago

    Roseville, Michigan, United States Hope Network Southeast Full time

    Position OverviewThe Community Support Specialist (CSS) plays a vital role in empowering individuals to achieve their personal aspirations while facilitating their integration into the community in a supportive and respectful manner.Why Choose Hope Network Southeast...Make a significant impact in the lives of others, including your own.Here are some of the...

  • Audiology Specialist

    1 week ago

    Roseville, Michigan, United States Lucid Hearing Full time

    Job OverviewPosition: Audiology SpecialistCompany: Lucid HearingEmployment Type: Full-time & Part-time OpportunitiesOur Mission: "Empowering Individuals to Enhance Their Hearing Experience"About the Role:Lucid Hearing is seeking a dedicated Audiology Specialist to join our innovative team. As a leader in the assistive listening and hearing solutions...

  • Legal Administrative Support Specialist

    4 days ago

    Roseville, United States The Wright Law Firm Full time

    Position Title: Legal Administrative Support Specialist at The Wright Law FirmThe Wright Law Firm, a reputable entity in the field of personal injury law, is in search of a committed Legal Administrative Support Specialist. Our firm is known for its supportive and family-oriented workplace, providing a balanced work-life environment with flexible hours. This...