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Technical Support Specialist

2 months ago

Cincinnati, Ohio, United States Optimized IT Full time
Job Overview

Optimized IT is a regional provider of Managed IT Services, catering to small and mid-sized enterprises, including businesses, non-profit organizations, and educational institutions. We are in search of a proficient Help Desk Technician who possesses excellent communication skills and a strong desire to resolve technical issues.

Position Summary:

The Help Desk Technician will be responsible for delivering Tier 1 support for Optimized IT and its clientele. This role requires collaboration with other support teams during escalation scenarios. Availability for on-call support is essential. The technician should demonstrate proficiency in desktop support, PC hardware, and customer service.

Key Responsibilities:

  • Deliver Help Desk assistance and troubleshooting for end-users.
  • Monitor the ticketing system for incoming client requests.
  • Resolve issues related to client workstations and software.
  • Proactively address any identified issues with services or products within the Optimized IT portfolio.
  • Keep clients informed with regular updates regarding their support tickets.
  • Generate internal tickets for vendor-related hardware/software issues and collaborate with relevant teams for resolution.
  • Create tickets for issues classified as "Out of spec".

Required Skills and Qualifications:

  • In-depth knowledge of Windows Desktop Operating Systems.
  • Strong understanding of PC hardware and related peripherals.
  • Familiarity with Microsoft patching for Windows Desktop Operating Systems.
  • Basic networking knowledge, including Subnets, NAT, DHCP, and DNS.
  • Experience with Microsoft Server is advantageous.
  • Familiarity with virtualization technologies is a plus.
  • Knowledge of firewall configurations is beneficial.
  • Experience with macOS is a plus.
  • Detail-oriented with a focus on accuracy.
  • Effective time management skills and the ability to handle multiple tasks.
  • Excellent organizational capabilities.
  • Strong communication skills to interact with various departments and external clients.
  • Advanced skills in PC usage and navigation.
  • Self-motivated and energetic with a proactive approach.
  • Adaptable to change and capable of working under pressure.

Benefits:

  • A relaxed work environment that fosters enjoyment in our roles.
  • Flexible work-from-home options, operating on a hybrid model.
  • A stand-up desk and a personal welcome gift on your first day.
  • Ongoing training opportunities to develop valuable skills.

Physical Requirements:

  • This is a highly mobile position that may require lifting equipment weighing up to 50 pounds.
  • Writing and typing skills are necessary for computer-related tasks.
  • Position requires standing, walking, and driving for extended periods.

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