Technical Support Specialist for Managed IT Services
6 days ago
Job Overview
Softrim LLC is a leading technology services provider with managed IT and low-voltage offerings, serving clients in multiple locations.
We are seeking an IT specialist to maintain a hybrid on-site presence to support MSP clients in the Chicago area. The successful candidate will assist corporate users on-site and provide remote help desk support for clients' satellite offices and other senior living communities in the area.
Key Responsibilities
- Provide tier 1-2 technical support to on-site users and remote users via phone, web-based tools, and email
- Act as a liaison between users and remote team members, assisting with service delivery, projects, and requests
- Assist with and resolve technical issues related to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and other technologies
- Develop and maintain technical expertise on desktop technologies, peripherals, networking, and cloud-based solutions
- Support and implement Wi-Fi access points and Ubiquiti, other network infrastructure, WAN, LAN, and Firewalls (e.g., SonicWall)
- Evaluate, recommend, and execute new technologies to ensure optimal desktop infrastructure and network performance
- Perform preventive and proactive maintenance and support as needed
- Document all work performed in the ticketing system (ConnectWise)
- Accurately record all time and notes for work performed following company standards
- Maximize billable status for work performed
- Other duties as assigned
Requirements and Qualifications
- Associate degree or equivalent experience
- Working knowledge of IT and hands-on experience with networking, desktop technologies, and troubleshooting
- Hybrid on-site presence with major MSP clients in the Chicago area, occasional travel to other client sites required (approximately 10-20% of the time)
Desired Skills and Experience
- Network+, Security+, ITIL, and Microsoft certifications are desirable
- Working knowledge of ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation
- Ability to handle client interactions professionally and respectfully
- Strong customer service and client management skills
- Strong written, verbal, and interpersonal skills
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