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Help Desk Technical Support Specialist

1 month ago

Alpharetta, Georgia, United States Softrim LLC Full time

Job Overview:

Softrim LLC is a leading technology services provider offering Managed IT and Low Voltage solutions nationwide. The company has offices in multiple locations and seeks a Service Desk Specialist to support clients remotely.

Salary Range: $55,000 - $65,000 per year

Job Responsibilities:

  • Provide technical assistance to customers via phone and ticketing system (ConnectWise)
  • Offer expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions
  • Maintain superior knowledge of computing, networking, software, and information security best practices
  • Troubleshoot technical issues such as Windows, macOS, Citrix Xen App, Microsoft Office, M365, OneDrive, Teams, telephony, fax, mobile devices, malware/virus, network printing, scan to email/folder, network/wireless, access points, etc.
  • Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues
  • Administer Microsoft Active Directory, Email/O365 user accounts, computers, telephony user provisioning, voicemail password reset
  • Install or upgrade the operating system, software, peripherals
  • Engage in continuous learning and support of all technologies used in Softrim's typical client locations
  • Collaborate with Senior Service Desk and IT Specialists for advanced incidents requiring escalation
  • Maintain an open line of communication regarding events, outstanding issues, and customer follow-up
  • Cooperate with project teams to prepare and stage hardware for field deployment
  • Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP
  • Maintain technical documentation and notify management of any information that requires an update

Requirements:

  • At least 1 year of working experience in an IT supporting role
  • General knowledge of computer hardware, enterprise applications (MS Windows, Office, Adobe), networking, and troubleshooting
  • Knowledge of enterprise software products such as MS Office 365 applications
  • Excellent customer service, communication, and interpersonal skills
  • Exceptional analytical and problem-solving skills
  • Collaboration, communication, and interpersonal skills
  • Excellent organizational and time management skills
  • Ability to adapt and respond to changing work situations and environments

Benefits:

Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period