Technical Support Specialist

3 weeks ago

Chantilly, Virginia, United States WingSwept Full time

We are seeking a skilled Technical Support Specialist to join our team at WingSwept. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to clients as issues and needs arise.

The ideal candidate will be technically proficient, have a passion to learn, and genuinely care about other people, including their teammates and our clients.

The responsibilities of the position may include:

  • Providing first-level customer support, including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications.
  • Creating properly formatted tickets for client calls & emails in tracking software as the work occurs.
  • Ensuring constant service ticket flow by escalating tickets that require higher-level assistance.
  • Coordinating scheduling of service visits and technician support phone calls to clients.
  • Maintaining inventory of customer-owned equipment and stock equipment in-house, managing product shipments, and maintaining organization of service area.
  • Communicating ticket status and documenting updates to clients and technical staff as needed.
  • Providing first-level after-hours and holiday on-call support on a revolving basis with other staff.
  • Asking and gathering intelligent questions about the client's business and accurately documenting.
  • Documenting opportunities that are discussed or discovered while interacting with clients.
  • Performing basic computer hardware and software installations, configurations, and virus removals.
  • Keeping information regarding our clients, their data, and other sensitive information confidential.
  • Creating and maintaining documentation for client and internal tasks and procedures.
  • Studying for and passing industry certifications as identified and required.
  • Reading educational materials as needed and directed for job proficiency.
  • Developing and/or revising best practices and processes for Help Desk procedures.

The minimum requirements for this position include:

  • Determining to pursue and embody WingSwept's core values of being Honest, Eager, Accountable, Respectful, and a Team Player.
  • Possessing excellent verbal and written communication skills for daily interactions with customers both in person and on the phone.
  • Having an affinity for computers and a broad knowledge of various computer systems and how they work.
  • Having a thirst for knowledge and an ability to quickly tackle new problems by using available research tools and methodical processes to successfully remedy issues with little supervision.
  • Exceptional computer and system administration skills on Microsoft-based clients and servers.
  • Firm understanding of the configuration of basic networking components and peripherals.
  • Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a 'win/win' attitude.
  • Must be legally in the US and able to pass a US government background check.
  • High school diploma, at least two years of secondary education preferred.
  • Must have a valid driver's license and reliable transportation for travel as far as 75 miles from the office.
  • Must be able to work a full-time 40-hour work week which may include after-hours support.

Extra consideration will be given to candidates with previous experience as a system analyst, help-desk support provider, or equivalent role, as well as those with expertise in MS Windows Server, MS Exchange, ConnectWise, or Datto RMM, Apple OS X, CompTIA A+, Network+, and various Microsoft certifications, VDI, virtualization technologies, or cloud hosting, DNS, Linux/Unix based operating systems and system administration, SonicWALL and/or Cisco firewalls and other appliances, phone wiring and phone switch installation/programming/maintenance.

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