IT Support Specialist

2 weeks ago


Syracuse, New York, United States Usherwood Office Technology Full time
Job Summary:

The IT Help Desk Technician role at Usherwood Office Technology is a key position for providing top-notch support to our managed IT clients. As a Microsoft Gold Partner, this position offers end-user support for diverse IT challenges, from computer hardware and application issues to mobile devices. This is an in-office position in Syracuse, NY.

Key Responsibilities:
  • Respond to service tickets placed by customers regarding Managed IT services, including desktop, tablet, and mobile device support, offline servers, software updates, and virus removal.
  • Identify, research, and resolve technical problems of moderate complexity.
  • Respond to telephone, email, and online requests for technical support.
  • Document, track, and monitor client problems using applicable systems and tools.
  • Coordinate with other teams or departments to resolve service tickets.
  • Assist in the delivery and onboarding of Managed IT services.
  • Escalate unresolved issues to Tier II support level.

Requirements:
  • Associates Degree in Computer Science or IT is preferred.
  • Minimum one-year experience in a technical support or help desk center is preferred.
  • CompTIA A+ Certification is preferred.

Skills & Qualifications:
  • Knowledge of Microsoft Windows operating systems, mobile devices, and printers/scanners, Microsoft Office Suite, and ticketing system applications.
  • Ability to prioritize and multitask assigned issues in a fast-paced work environment.
  • Positive attitude of customer service and integrity.
  • Must be able to communicate with customers in a professional manner.
  • Demonstrate problem troubleshooting, root cause, and resolution skills.

Benefits:
  • Excellent benefit offerings, including medical, dental, vision, and supplemental insurance.
  • 20 days of paid time off.
  • Company-paid life insurance and long-term disability insurance.
  • 401(k) plan with matching company contribution.
  • Paid training and certification opportunities.
  • Annual company store allowance.


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