Technical Support Specialist
2 months ago
The IT Support Analyst plays a crucial role within the Usherwood team, delivering assistance to all managed IT clients. As a recognized Microsoft Gold Partner, this position addresses a variety of IT challenges, ranging from hardware malfunctions to software applications and mobile device support.
KEY DUTIES:
- Manage service requests submitted by clients concerning Managed IT services, including desktop, tablet, and mobile device support, server issues, software upgrades, and virus eradication.
- Analyze, investigate, and resolve moderately complex technical issues.
- Provide support through phone, email, and online channels.
- Record, track, and monitor client issues using relevant systems and tools.
- Collaborate with other teams or departments to ensure timely resolution of service requests.
- Assist in the implementation and onboarding of Managed IT services.
- Refer unresolved issues to Tier II support for further assistance.
- An Associate's Degree in Computer Science or Information Technology is preferred.
- A minimum of one year of experience in a technical support or help desk environment is preferred.
- CompTIA A+ Certification is desirable.
- Proficient in Microsoft Windows operating systems, mobile devices, printers/scanners, Microsoft Office Suite, and ticketing system software.
- Ability to prioritize and manage multiple tasks in a dynamic work environment.
- Exhibit a positive customer service attitude and integrity.
- Capable of communicating professionally with clients.
- Demonstrate skills in troubleshooting, identifying root causes, and providing resolutions.
- Comprehensive benefits package including medical, dental, vision, and supplemental insurance.
- 20 days of paid time off.
- Company-sponsored life insurance and long-term disability coverage.
- 401(k) plan with employer matching contributions.
- Opportunities for paid training and certification.
- Annual allowance for company store purchases.
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