Technical Support Specialist
2 weeks ago
Aqueity is seeking a proficient IT Help Desk Support Analyst to manage service requests from clients requiring technical assistance. This role involves collaborating with our service delivery team to address and prioritize incoming issues across various technologies, including workstations, printers, servers, networks, and vendor-specific hardware/software.
Key Responsibilities:- Deliver IT support for technical challenges related to core business applications, operating systems, and cloud services.
- Assist in implementing disaster recovery solutions.
- Provide technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security measures.
- Implement and support basic remote access solutions such as VPN, remote services, and Citrix.
- Monitor alerts and notifications from the remote monitoring and management system, responding through service tickets as necessary.
- Classify and triage incoming service requests by gathering relevant information from clients and systems.
- Document and track all necessary information to ensure accurate ticket reporting for the Service Desk.
- Resolve service requests during the initial contact when feasible, escalating issues to other resources as required.
- Maintain communication with customers regarding incident progress and notify them of any impending changes or outages.
- Guide users patiently through troubleshooting steps to resolve their issues.
- Quickly identify user problems and recommend efficient solutions.
- Respond to all web-based inquiries and phone calls within established response time goals.
- Create documentation for basic support processes and knowledge base articles for recurring issues, escalating persistent problems to higher-level support engineers.
- Work collaboratively within a team, maintaining a positive and friendly demeanor towards all colleagues.
- Handle challenging situations with composure and confidence.
- Exhibit empathy towards technology users and their daily challenges.
- Organize and follow through on each user service issue until resolution.
- Utilize downtime productively to enhance our technology infrastructure.
- Proactively suggest solutions for recurring user requests and technology service challenges.
- Enhance customer service quality, perception, and satisfaction.
- Perform additional duties as assigned.
- High school diploma and a minimum of 2 years of experience in an end-user technical support role or an equivalent combination of education and experience.
- Relevant experience in a technical support capacity, including creating help tickets and managing end-user support.
- Advanced knowledge of operating systems, business applications, printing systems, and network infrastructures.
- Experience with an IT managed services provider or IT consulting firm is strongly preferred.
- Familiarity with ConnectWise and/or Kaseya is advantageous.
- Preferred certifications include CompTIA A+, Microsoft MTA/MCSA, etc.
- Strong verbal and written communication skills, including telephony skills, active listening, and customer care, along with detailed documentation abilities.
- Ability to translate technical jargon into understandable terms for customers and create actionable items.
- Strong problem-solving and diagnostic skills for technical issues, with the ability to think creatively.
- Capacity to manage multiple tasks and adapt to changes swiftly while prioritizing effectively.
- Technical awareness to appropriately match resources to technical issues.
- Understanding of various support tools, troubleshooting techniques, and the application of technology in providing IT services.
- Typing skills for quick and accurate entry of service request details.
- Self-motivated and capable of thriving in a fast-paced environment.
- Able to work collaboratively in a team-oriented setting and communicate effectively.
- Possess a current active driver's license with valid auto insurance.
- Able to lift computer equipment weighing approximately 40 lbs.
- Competitive salary range: $45-60k based on experience.
- Bonus program available.
- Comprehensive healthcare benefits, including medical, dental, and vision coverage.
- Company-sponsored basic dental, life, AD&D, and short/long-term disability insurance.
- Retirement savings account with employer matching.
- Opportunities for ongoing training and professional development.
- Paid Time Off program.
- Collaborative in-office work environment with options for partial remote work.
- Business casual dress code.
- Quarterly company lunches.
- Engaging work culture featuring on-demand video games, foosball, and team-building events.
- Supportive colleagues.
- Excellent environment for learning and growth in the IT field.
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