Technical Support Specialist I

1 week ago

Washington, Washington, D.C., United States Vortex Full time

ARE YOU AN ASPIRING PROFESSIONAL WITH GRAND AMBITIONS FOR YOUR CAREER AND THE RESOLVE TO ACHIEVE THEM?

ARE YOU A PASSIONATE LEARNER WITH AN INSATIABLE DESIRE FOR KNOWLEDGE?

DO YOU EXCEL AT FINDING OPTIMAL SOLUTIONS TO TECHNICAL CHALLENGES?

If you responded with a resounding 'YES' to these inquiries, we would love to engage in a conversation with you.

At Vortex, our objective is to redefine customer service standards within the IT service sector. We achieve this through our dedicated and enthusiastic team, committed to delivering an outstanding experience. Our approach prioritizes our employees, fostering a collaborative environment where we support each other to ensure satisfaction for both our team and our clients.

Vortex operates as a Managed Service Provider (MSP) based in Washington, DC, specializing in First-Party Microsoft platforms and solutions. Our technicians, engineers, and sales personnel are all equipped with multiple Microsoft certifications. Our mission is to empower our customers to maximize their use of the Microsoft ecosystem while eliminating the need for expensive third-party solutions. This role primarily offers remote work flexibility. The ideal candidate is self-motivated, possesses a strong customer service orientation, is eager to acquire new skills, and thrives in a dynamic environment.

Key Responsibilities:

  • Deliver tier one technical assistance to end users remotely or on-site via phone and email.
  • Familiarity with SharePoint, OneDrive, Microsoft Teams, Microsoft Outlook, and Office Suite is essential.
  • Basic understanding of networking principles is required.
  • Knowledge of Windows 10, Windows 11, and Mac OSX operating systems is necessary.
  • May involve configuring and supplying hardware such as workstations, monitors, and other PC peripherals.
  • Uphold Vortex's troubleshooting standards by swiftly identifying the root causes of customer issues.
  • Manage customer technical support inquiries through phone and email channels.
  • Engage with customers professionally, both over the phone and in person.
  • Commit to continuous learning and skill enhancement through on-the-job experiences, self-study, industry training, and other opportunities.
  • Update company documentation with any new or modified information.
  • Prepare user reference materials by drafting operational instructions.
  • Maintain communication with remote team members and management.
  • The ideal candidate seeks to understand the underlying reasons for issues and how to prevent recurrence.

Qualifications:

  • Aspiring professional with ambitious career goals and the determination to achieve them.
  • A lifelong learner with an insatiable thirst for knowledge.
  • Demonstrated history of excellence in execution.
  • Able to perform effectively and meet expectations with minimal oversight.
  • 1-2 years of experience in customer service or the service industry.
  • 1-2 years of experience in technical support.
  • Pursuing technical certifications is preferred.
  • Must possess a valid license, vehicle, and insurance.

Preferred Qualifications:

  • Prior experience in an MSP environment.
  • Possession of Microsoft certifications.
  • Recognized as the go-to person for technical advice among peers.
  • Located centrally to our client base.

Benefits:

Health Insurance (company contribution)

Dental and Vision Coverage

401K with company matching

Performance-based Bonuses

Sabbaticals

Generous PTO policy

Health and Wellness bonuses

Unlimited Microsoft Certification Reimbursements

Opportunities for advancement and career growth

Company events

Positive workplace culture

Rapidly expanding organization

Recognized in Inc.Com Best Workplaces 2024

Ranked #1 Fastest Growing Company in Washington DC

Annual Salary Range: $50,000 - $60,000 based on qualifications and experience

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