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Technical Support Specialist
2 months ago
Salary: $62-72K/yr
Position Summary:
Softrim LLC is a prominent provider of technology services, specializing in Managed IT and Low Voltage solutions. We are seeking an IT Specialist to deliver on-site assistance to corporate users (75%) and provide field support for remote offices (25%). The ideal candidate will possess hands-on experience with Microsoft technologies, networking, troubleshooting, and demonstrate exceptional customer service and communication abilities.
Key Responsibilities:
- Deliver Tier 1-2 technical support to both on-site and remote users through various communication channels.
- Serve as a bridge between users and remote Tier 2-3 team members, facilitating service delivery and project assistance.
- Troubleshoot and resolve technical issues related to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing, VOIP, malware, and additional technologies.
- Enhance and maintain technical knowledge on desktop technologies, peripherals, networking, and cloud solutions.
- Support and implement Wi-Fi access points and other network infrastructure components.
- Assess, recommend, and implement new technologies to optimize desktop infrastructure and network performance.
- Conduct preventive and proactive maintenance as required.
- Document all tasks performed in the ticketing system.
- Accurately log all time and notes for work completed in accordance with company standards.
- Maximize billable hours for services rendered.
- Perform additional duties as assigned.
Qualifications:
- Associate degree or equivalent experience.
- Proficient knowledge of IT with practical experience in networking and desktop support.
Preferred Skills:
- Certifications such as CompTIA A+, Network+, Security+, and ITIL.
- Familiarity with ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, and Mobile Device Management (MDM).
- Ability to engage with clients in a professional and respectful manner.
- Strong customer service and client management capabilities.
- Excellent written, verbal, and interpersonal communication skills.