Support Desk Specialist Tier 1 and Tier 2

2 weeks ago

San Diego, United States Virtual Full time
Support Desk Specialist Tier 1 and Tier 2 (multiple openings)  

Job Summary
We are seeking a Support Desk Specialist to join our dynamic team. This role is ideal for those who thrive in a fast-paced environment, excel in multitasking, and are passionate about providing top-notch support to our clients. As a Support Desk Specialist, you will play a crucial role in assisting our engineering team with various projects. Additionally, depending on client scheduling needs, you may provide support to our in-house support desk. Your primary responsibilities will involve responding to customer service requests through phone, email, or our ticket portal, offering technical support for IT networks, servers, and desktop & laptop systems. You will also be responsible for updating network diagrams and client documentation to reflect any modifications or updates while working both in the field and remotely on clients' networks and equipment.

Ideal Candidate

  • Proficient in computer hardware and software, including setting up computer systems and software for clients.
  • A passion for technology and a strong desire to assist others.
  • Comfortable with meeting and communicating with new individuals.
  • Exceptional listening skills to comprehend client IT issues.
  • Outstanding time management and organizational skills, especially when working under pressure.
  • Meticulous attention to detail, the ability to collaborate effectively, and adherence to instructions and SOPs.
  • Availability from Monday to Friday, 8 am to 5 pm, with a willingness and capability to work some evenings and weekends.

Essential Functions

  • Deliver onsite and occasional remote IT technical support to client end users while maintaining the highest standards of customer service.
  • Collaborate with the Systems Engineering Team on projects and onsite services.
  • Perform onsite technical support and system installations at client sites as required.
  • Utilize research tools to review client documentation for support activities as necessary.
  • Maintain a knowledgebase to ensure the availability of accurate articles for efficient client troubleshooting.
  • Thoroughly document all client support services and troubleshooting processes on support tickets, including specific steps taken to resolve and troubleshoot issues.
  • Complete assigned technical support projects and tasks.
  • Conduct timely follow-up activities with clients via email or phone to confirm the success of support activities, especially when clients were unavailable for review during the service, such as after-hour support.
  • Attend mandatory company meetings as required.

Knowledge & Experience

  • Minimum of 2-4 years of IT experience, including managing workstation setups, basic software installations, and computer network operations.
  • Experience with ticketing systems is preferred but not mandatory (e.g., AutoTask, ConnectWise, Kayako, Remedy, etc.).
  • Excellent problem-solving skills, enabling efficient issue resolution through the application of knowledge, experience, system documentation, vendor support, and online resources.
  • Proficiency in various technologies, including Windows 10, DHCP, DNS, VPN, TCP/IP, Remote Desktop, MS Office Suite, network topology, network printers, scanners, hardware and software installation, and OS installation.

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