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Tech Support Specialist

2 months ago

Gilbert, United States Scrapbook.com Full time

**Trusting Teamwork**: We do our best, care about one another and trust each other.
- **Intentional Integrity**: We honor our word and, if we’re out of integrity, we make it right.
- **Innovative Problem Solving**: We fearlessly identify issues, then prioritize and solve them with the right solutions for our unique business.
- **Healthy Humor**: We laugh together and are warm and friendly.
- Ensure customers are able to make secure purchases
- Ensure the security and reliability of office networks with fully functional fulfillment processes
- Ensure colleagues remain technologically functional to serve customers and each other

**Outcomes**:

- Will triage incoming support requests and work with colleagues to resolve their requests or determine the best path of support.
- Will participate in on-call schedule, ensuring that emergency support requests that impede customer purchases or the fulfillment of orders are responded to 24x7, communicated to affected teams, resolved in a timely manner, and prevented or mitigated in the future.
- Will provision and deprovision various hardware, software, services and accounts for colleagues and orient them on use
- Will maintain technology inventory so that the right equipment is available for support and new colleague setups
- Will perform regular maintenance tasks to ensure that all colleagues remain functional technologically to serve customers.
- Will manage security awareness training for colleagues, ensuring they are informed about cybersecurity threats and best practices for maintaining a secure working environment.
- Will work closely with Customer Support on tech-related support issues.
- Will create and maintain shared tech team documentation, as well as helpful guides for colleagues.
- Will engage in problem-solving skills on various tech-related projects as needed.
- Will take on other duties as assigned.

*

**You Value**:

- **Trusting Teamwork**: We do our best, care about one another, and trust each other.
- **Intentional Integrity**: We honor our word and, if we're out of integrity, we make it right.
- **Innovative Problem Solving**: We fearlessly identify issues, then prioritize and solve them with the right solutions for our business.
- **Healthy Humor**: We laugh together and are warm and friendly.

**You Exemplify**:
**Technological Expertise**: You are experienced working with and troubleshooting Windows, Macs, printers, networks, and other devices, as well as common desktop software usage and troubleshooting.

**Technical Proficiency**: You are an expert in Windows, Mac, network setups, and peripheral devices. Knowledgeable in office software and cybersecurity.

**Problem Solving**: You have quick and effective problem resolution skills, with a knack for creative solutions and efficient troubleshooting.

**Adaptability**: You are comfortable with fast-paced changes, learning new technologies, and juggling multiple tasks under tight deadlines.

**Communication Skills**: You have strong verbal and written abilities to simplify technical language for non-technical audiences. Proficient in documentation and support guide creation.

**Customer Service Orientation**: You are patient and have an empathetic approach to support, with a history of excellent customer interactions. Ability to maintain professionalism and manage expectations under pressure.

**You Meet the Following Requirements**:

- At least 2+ years experience providing on-premise and remote technical support using ticketing systems
- Understanding of basic networking concepts and troubleshooting (e.g., DNS, DHCP, VPN, Wi-Fi, and Ethernet connectivity issues)
- Windows Serve and Active Directory experience preferred
- College degree preferred but not required
- Certifications that are preferred but not required: A+ Certification, Network+ Certification, Security+ Certification
- Able to perform all essential job functions, including walking, standing, bending, stooping, climbing, lifting and manual dexterity, with or without reasonable accommodation

**Relevant Technologies**:
Windows, Mac, iOS, Android, Linux, printers, Google Workspace, Microsoft Remote Desktop, OpenVPN, Jira Service Management, Slack

**Benefits**:
We offer a comprehensive benefits program to eligible employees, including:

- 100% paid medical and dental plans, along with vision, life and disability options.
- 401k plan with a company match
- 17 Paid Time Off (PTO) days annually, and 8 paid holidays
- Paid parental leave when a new child joins your family
- Company events that include food trucks, games, and prizes

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance

Experience level:

- 2 years

Schedule:

- 8 hour shift
- On call

Application Question(s):

- Are you aware that this position is in-office in Gilbert, AZ? (Remote work is not an option)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 2 years

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