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Technical Support Specialist

2 months ago


Solon, Ohio, United States Digital Room LLC Full time
Job Overview

We are seeking a qualified IT Support Engineer to provide exceptional technical assistance and support for our operations.

Key Responsibilities

Technical Assistance:
  • Identify and resolve software and hardware issues, including operating systems (Windows and Mac) and various software applications.
  • Upgrade and troubleshoot various software and hardware components.
  • Address and resolve problems related to printers, copiers, and scanners.
  • Support and configure Windows Server environments.

Incident Management:

  • Assist users with reported IT-related incidents.
  • Take ownership of issues, analyze problems, and implement solutions to restore service promptly.
  • Escalate issues to specialized support teams when necessary.
  • Accurately document and update requests using the IT service management system.
  • Maintain a high standard of customer service, ensuring efficient and appropriate treatment of all customers.

Equipment and Asset Management:

  • Install and configure new IT equipment as needed.
  • Update the asset management system to reflect real-time status and disposition of assets, hardware, and peripherals.
  • Assist in reconciling assets within the management system for accurate inventory control.

Communication and Collaboration:

  • Exhibit excellent verbal communication skills, effectively engaging with both technical and non-technical colleagues at all levels.
  • Proactively undertake additional responsibilities as assigned.

Technical Proficiencies

  • Proficient in using and supporting Active Directory, Windows, and Office applications.
  • Experienced in supporting, configuring, and troubleshooting LANs, WANs, TCP/IP, and networking components.
  • Knowledgeable in diagnosing and resolving IT-related issues.
  • Competent in supporting and configuring Windows Server environments.
  • Skilled in supporting, configuring, and troubleshooting PC hardware and network setups.
  • Familiar with Atlassian Jira Service Management (JSM) ticketing system, Jira Assets, Jira Software, Confluence, Microsoft 365, Active Directory Administration, Microsoft Exchange, SharePoint, Azure AD, Microsoft PowerApps, and Power Automate.
  • Basic programming knowledge.
  • Understanding of troubleshooting networking issues such as internet connectivity and VPN.
  • Able to provide remote support to users working from various locations.

Qualifications and Experience

  • Degree in a relevant IT field or certification with demonstrable experience in IT service and delivery.
  • Experience in a customer-focused IT support environment, including technical problem resolution.
  • Team-oriented experience with a proven track record of diagnosing and resolving IT-related issues.
  • Broad understanding and successful application of Service Desk and Desktop services knowledge.
  • Ability to effectively manage time by analyzing workload, prioritizing tasks, and maintaining focus on productive activities.
  • Highly organized and independent, capable of multitasking and managing client needs efficiently.
  • Self-motivated, able to work independently, and takes initiative.
  • Exceptional attention to detail.
  • Excellent communication skills, both verbal and written.

Additional Information

  • Must be able to commute between multiple facilities.

Benefits and Perks

  • Collaborate with leading professionals in a dynamic, high-tech, and enjoyable environment.
  • Competitive compensation and opportunities for growth.
  • Comprehensive health, dental, and vision insurance (location-specific).
  • Employer-matched 401(k) contributions.
  • Company-sponsored Life and AD&D Insurance.
  • Flexible Spending Account and optional benefits.
  • Paid holidays and paid time off.
  • Employee discounts on all products.
  • Company-sponsored training and certification programs.
  • Engaging workplace events and wellness initiatives.