IT Specialist

Job Summary:

Softrim is a leading technology solutions services provider dedicated to enhancing the senior living experience.  We have offices in Alpharetta GA, Raleigh NC, and Estero FL, with clients located across the country.   

We are looking for candidates with at least 2 years of experience configuring and troubleshooting networks and endpoints.  Your primary role will be ensuring the successful integration of new senior living community clients nationwide into our technology ecosystem.  Additionally, you will work closely with the Service Desk team to assist in providing technical support to both newly onboarded and existing senior living clients.

Responsibilities:

• Client Onboarding
  • Execute tailored onboarding plans for new senior living community clients.
  • Serve as the on-site lead for new senior living community client onboardings.
  • Install and configure hardware and software solutions, including servers, networking equipment, and specialized senior living applications.
  • Conduct thorough testing to ensure the functionality and compatibility of all IT components.
  • Troubleshoot and resolve technical issues during the onboarding process.
  • Coordinate with internal teams to ensure the timely deployment of IT infrastructure and solutions.
  • Accurately capture and maintain technical data regarding new clients’ IT infrastructure (networks, firewalls, switches, APs, servers, desktops, tablets, peripherals, etc.), and related low-voltage systems (VoIP, Access Control, Surveillance, Nurse Call, A\V, etc.)
  • Assist with identifying gaps in documentation and collecting missing information.

• Ongoing Technical Support
  • Provide Tier 1 and 2 technical support to clients remotely via phone and the ticketing system (ConnectWise)
  • Provide clients with technical expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions
  • Troubleshoot technical issues such as Windows, macOS, Citrix Xen App, Microsoft Office, M365, OneDrive, Teams, telephony, fax, mobile devices, malware/virus, network printing, scan to email/folder, network/wireless, access points, etc.
  • Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues, including wireless and ISP vendors
  • Administer Microsoft Active Directory, Email/O365 user accounts, computers, telephony user provisioning, voicemail password reset
  • Install or upgrade the operating system, software, peripherals

• Additional Responsibilities
  • Maintain and utilize a superior knowledge of computing, networking, software, and information security best practices
  • Continuous learning and support of all technologies used in Softrim’s typical client locations including
  • Maintain an open line of communication regarding events, outstanding issues, and customer follow-up
  • Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP
  • Accurately record all-time and notes for work performed following company standards

Requirements:

• At least 2 years of working experience in an IT supporting role
• A+/Network+ or equivalent experience

• Excellent customer service, communication, and interpersonal skills
• Collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills

Work Location:  In-office (25-50%); national travel to client sites (50-75%)

Supervisor:  Director of Technology Services

Employment Terms:  Full-time, Exempt, Salary.  Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period.