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Technical Support Specialist

2 months ago

Lombard, Illinois, United States Aqueity Full time
Job Overview

Aqueity is seeking a proficient IT Help Desk Support Analyst to manage service requests from clients requiring IT assistance. This role involves collaborating with our service delivery team to address and prioritize incoming technical issues across various technologies, including workstations, printers, servers, networks, and vendor-specific hardware/software.

Key Responsibilities:
  • Deliver IT support for technical challenges related to core business applications, operating systems, and cloud services.
  • Assist in implementing disaster recovery solutions.
  • Provide technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security measures.
  • Facilitate basic remote access solutions such as VPN, remote services, and Citrix.
  • Monitor alerts and notifications from the remote monitoring and management system, responding appropriately through service tickets.
  • Classify and triage incoming service requests by gathering relevant information from clients and systems.
  • Document and track necessary information to ensure accurate ticket reporting for the Service Desk.
  • Resolve service requests during the initial contact when feasible, escalating issues to other resources as required.
  • Maintain communication with customers regarding incident progress and notify them of any changes or outages.
  • Guide users patiently through the necessary steps to resolve their issues.
  • Quickly identify user problems and recommend efficient solutions.
  • Respond to all web-based inquiries and phone calls within established response time goals.
  • Create documentation for basic support processes and knowledge base articles for recurring issues, escalating persistent problems to higher-level support engineers.
  • Work collaboratively within a team, maintaining a positive and friendly demeanor towards all colleagues.
  • Handle challenging situations with composure and confidence.
  • Exhibit empathy towards technology users and their daily challenges.
  • Stay organized and follow through on each user service issue until resolution.
  • Utilize downtime productively to enhance our technology infrastructure.
  • Proactively suggest solutions for recurring user requests and technology service challenges.
  • Enhance customer service, perception, and satisfaction.
  • Perform additional duties as assigned.
Qualifications:
  • High school diploma and a minimum of 2 years' experience in an end-user technical support role or an equivalent combination of education and experience.
  • Relevant experience in a technical support capacity, including creating help tickets and managing end-user support.
  • Advanced knowledge of operating systems, business applications, printing systems, and network systems.
  • Experience with an IT managed services provider or IT consulting firm is strongly preferred.
  • Familiarity with ConnectWise and/or Kaseya is preferred.
  • Certifications such as CompTIA A+, Microsoft MTA/MCSA are preferred.
  • Strong verbal and written communication skills, including active listening and detailed documentation abilities.
  • Ability to translate technical jargon into understandable terms for customers.
  • Excellent problem-solving and diagnostic skills for technical issues, with a creative approach to solutions.
  • Capacity to multitask and adapt to rapid changes while managing competing priorities.
  • Technical awareness to match resources to appropriate technical issues.
  • Understanding of various support tools and troubleshooting techniques for IT service delivery.
  • Typing skills for accurate and prompt entry of service request details.
  • Self-motivated and capable of thriving in a fast-paced environment.
  • Able to work effectively in a team-oriented setting and communicate clearly.
  • Current active driver's license with valid auto insurance.
  • Able to lift computer equipment weighing approximately 40 lbs.
Why Choose Aqueity?
  • Competitive salary range: $45-60k based on experience.
  • Bonus program available.
  • Comprehensive healthcare benefits including medical, dental, and vision.
  • Company-paid basic dental, life, AD&D, and short/long-term disability insurance.
  • Retirement savings account with employer matching.
  • Ongoing training and professional development opportunities.
  • Paid Time Off program.
  • Collaborative in-office work environment with partial remote work options.
  • Business casual dress code.
  • Quarterly company lunches.
  • Engaging work culture with team-building events and recreational activities.
  • Supportive colleagues and a great environment for learning and growth in IT.

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