IT Support Specialist
4 weeks ago
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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