Technical Support Specialist
2 weeks ago
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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