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Technical Support Specialist

2 months ago

Glen Allen, Virginia, United States New Charter Technologies Full time

New Charter Technologies is dedicated to providing exceptional technology solutions and is committed to empowering organizations to enhance their operational efficiency. With extensive expertise across various sectors, including healthcare, legal, and finance, we stand as a premier provider of IT Consulting, Technology Implementation, and Managed Services.

We are seeking a skilled Technical Support Specialist to become a vital part of our team. The Specialist will be responsible for the initial handling of service requests, addressing a wide range of technology-related issues, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Key Responsibilities

  • Provide IT support for technical challenges involving core business applications and operating systems.
  • Assist in the implementation and support of disaster recovery solutions.
  • Deliver basic technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security measures.
  • Facilitate basic remote access solutions, including VPN, Terminal Services, and Citrix.
  • Monitor system alerts and notifications through various platforms and respond to service tickets accordingly.
  • Maintain and review system documentation.
  • Communicate with clients as necessary, keeping them updated on incident progress and notifying them of any changes or outages.
Additional Responsibilities
  • Enhance customer service and satisfaction.
  • Ensure prompt resolution of customer requests.
  • Collaborate effectively within a team environment.
  • Work closely with the Service Dispatcher and Service Manager to ensure efficient routing of requests.
  • Escalate service requests that require higher-level support.
  • Document time and expenses accurately.
  • Complete training materials to understand processes.
  • Log all work as service tickets.
Required Knowledge, Skills, and Abilities
  • In-depth understanding of operating systems, business applications, printing systems, and network infrastructure.
  • Relevant IT certifications, such as Microsoft MCP, MCSA, or MCSE, Cisco CCNA, VMware VCP, or CompTIA.
  • Strong interpersonal skills, including communication, active listening, and customer service.
  • Ability to diagnose technical issues effectively.
  • Capability to manage multiple tasks and adapt to changing situations.
  • Technical awareness to align resources with technical challenges.
  • Familiarity with key IT services and support tools.
  • Proficient typing skills for accurate service request documentation.
  • Self-motivated and able to thrive in a dynamic environment.
  • HIPAA Training and Certification will be provided.
Compensation and Benefits

Salary: Starting at $50,000 annually, commensurate with experience.

We offer a comprehensive benefits package, including health, dental, vision, life, and disability insurance, as well as HSA and 401(k) contributions, pet insurance, and a paid time off program.

Core Values of New Charter Technologies:
  • We prioritize understanding through active listening.
  • We believe in leadership at all levels.
  • We are deeply engaged in our culture and committed to our clients' missions.
At New Charter Technologies, we are passionate about supporting our clients and their success, as it directly contributes to our own growth and community impact.