Technical Support Specialist

2 months ago

morris plains, United States The Phoenix Group Full time

Responsibilities

  • Help users resolve desktop hardware and software issues, including user account setup and related administrative duties (e.g., installing, upgrading, and supporting Mac and Windows desktop software and hardware).
  • Troubleshoot and resolve software, hardware, and peripheral device issues (e.g., network printers, scanners, VoIP phones).
  • Respond to requests for technical assistance in person, via phone, or electronically.
  • Provide remote computer and hardware setup and replacement, performing configurations and installations as needed.
  • Track, log, and route problems/requests in ConnectWise Manage, document resolutions, and collaborate with the team on next steps for ticket resolution.
  • Support the Manager of IT Support with routine maintenance and day-to-day duties, including server and network infrastructure monitoring.
  • Support users with document management system (DMS) issues, configurations and best practices. (Our current DMS is NetDocs)
  • Maintain and troubleshoot mobile devices, including Android and iPhones.
  • Research and stay current with system information, changes, and updates to enhance user support.
  • Perform post-resolution follow-ups on help requests to ensure issue resolution.
  • Provide remote support for users, including VPN configurations and management. (Our current VPN solution is GlobalProtect.)


Qualifications

Required Experience: 3+ years of tech support or helpdesk experience, preferably in a legal or professional services environment.


  • Strong Microsoft Office experience, including Office 2016 and Office 365.
  • Proficiency in Windows 10/11, MacOS, Apple iOS, and Android environments.
  • Familiarity with peripheral devices such as printers and scanners.
  • Experience supporting document management systems, preferably NetDocs
  • Excellent troubleshooting and diagnostic skills.
  • Experience with network infrastructure, including TCP/IP networking stack, switches, routers, and firewalls.
  • In-depth knowledge of hardware/software, server platforms (Windows Server 2012 and newer, Linux), and cloud computing infrastructure (AWS).
  • Experience supporting remote users, including VPN setup and management (GlobalProtect).
  • Certifications such as CompTIA A+ or AWS Certified Solutions Architect. (Not required)


Required Skills

  • Exceptional interpersonal, verbal, and written communication skills with a focus on rapport-building and effective problem-solving.
  • Ability to work both independently and collaboratively in a team-oriented environment.
  • Complete command of the English language, both written and conversational.
  • Strong sense of ownership and responsibility for work performed.


Preferred Skills

  • Maintain detailed documentation in ConnectWise Manage, including end-user identification, problem nature, and actions taken (successful or unsuccessful).
  • Stay up-to-date with the hardware and software solutions used within the organization.
  • Perform remote fixes at the desktop level, including installing and upgrading software, troubleshooting systems, and applications.
  • Assist with various departmental projects relating to DMS and data migration.
  • Contribute to team collaboration to ensure prompt issue resolution.
  • Be a proactive and collaborative team player

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