Technical Support Specialist

2 months ago


Syracuse, New York, United States Usherwood Office Technology Full time
JOB OVERVIEW:
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.
EDUCATIONAL REQUIREMENTS:
  • 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.
SKILLS & QUALIFICATIONS:
  • 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.
EMPLOYEE BENEFITS:
  • 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.
Usherwood Office Technology is an Equal Opportunity Employer.

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