IT Support Specialist
4 weeks ago
We are seeking a dedicated IT Support Specialist for a full-time direct hire opportunity at Endurance IT Services. This role is crucial for ensuring client satisfaction and upholding the company's standards and core values.
The IT Support Specialist will deliver exceptional support from a remote call center environment, ensuring timely incident resolution and superior customer service. Reporting to the Support Desk Manager, the IT Support Specialist must perform each essential function satisfactorily and possess an in-depth knowledge of the EIT client base.
Key Responsibilities- Provide professional, timely, and polite support to all clients.
- Maintain in-depth knowledge of tools and ticketing procedures.
- Follow standard help desk protocols and guidelines.
- Identify, troubleshoot, and resolve computer and network-related problems.
- Understand client Line of Business (LOB) applications and associated third-party vendors.
- Stay current with system information and IT updates.
- Manage incoming phone calls, maximizing availability and minimizing missed calls.
- Resolve an average of 10-12 tickets per day.
- Maintain accurate ticket statuses and report time worked.
- Record all troubleshooting efforts and communications on tickets.
- Ensure SLA timelines are met and follow escalation procedures.
- Collaborate with co-workers and team leads for speedy resolution.
- Review and update assigned tickets daily.
- High School Diploma or GED.
- 2 or more years of experience in network/IT systems and troubleshooting steps.
- Proficiency with information technology regarding both hardware and software.
- Working knowledge of Microsoft server and desktop operating systems, specifically Server 2016 and above.
- Working knowledge of Windows 10 and above.
- Basic networking knowledge, switches, routers, firewalls, VLANs, wireless.
- Experience with Active Directory Exchange, O365, Entra (Azure).
- CompTIA license a plus.
- Requires up to 20% travel (local).
401(k), Dental insurance, Health insurance, Paid time off, Vision insurance
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