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Technical Support Specialist

4 weeks ago

Medford, Oregon, United States Lifeline Full time
Job Summary

The Systems Support Technician I is a key member of our team at Lifeline, responsible for providing first-level technical support to our customers. This role involves handling service requests related to various technologies, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Key Responsibilities
  • Act as the primary point of contact for customers, addressing all types of service requests in a timely and professional manner.
  • Schedule field technical resources on the ConnectWise dispatch portal when necessary.
  • Provide IT support for technical issues involving Microsoft's core business applications and operating systems.
  • Support disaster recovery solutions and basic technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
  • Implement and support basic remote access solutions, such as VPN, Terminal Services, and RDP.
  • Maintain system documentation in ConnectWise and IT Glue.
  • Communicate effectively with customers, keeping them informed of incident progress and notifying them of impending changes or agreed outages.
Requirements
  • Basic understanding of operating systems, business applications, printing systems, and network systems.
  • Excellent interpersonal skills, including telephony skills, communication skills, active listening, and customer care.
  • Diagnosis skills of technical issues.
  • Ability to multitask and adapt to changes quickly.
  • Technical awareness to match resources to technical issues appropriately.
  • Service awareness of all organization's key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
What We Offer
  • Competitive salary range: $55,000 - $65,000.
  • Full benefits package.
  • This is a full-time, exempt, salaried position.
  • General work hours: Monday to Friday, 8:00am - 5:00pm.