Technical Support Specialist

1 week ago


Kennesaw, Georgia, United States Southeastern Computer Associates, LLC Full time
Job Overview

Southeastern Computer Associates, LLC is seeking a dedicated Helpdesk Support Technician to provide exceptional technical assistance and support to our clients.

Key Responsibilities
  • Network Design and Support: Implement and maintain WAN and LAN connectivity, including routers, firewalls, and security measures.
  • Cloud Solutions: Develop and support hosted and cloud solutions tailored to client needs.
  • Data Backup and Recovery: Design and implement effective data backup and disaster recovery strategies.
  • Technical Support: Provide IT support for Microsoft and Google applications, as well as virtual environments like Microsoft Azure and MS 365.
  • Microsoft Technologies: Offer support for Windows Server, Exchange, SQL, SharePoint, and related technologies.
  • Virtualization Support: Assist with VMware and Microsoft virtualization technologies.
  • Remote Access Solutions: Design and implement VPN and Terminal Services for remote access.
  • Monitoring and Management: Utilize RMM and PSA systems for task tracking, time entry, client communication, and support request management.
  • Documentation: Maintain thorough documentation of devices, systems, processes, and client networks.
  • Client Communication: Keep clients informed about incident progress and any changes or outages.
  • Team Collaboration: Work effectively both independently and as part of a team.
  • Effective Communication: Demonstrate strong communication skills with clients and team members.
  • Issue Escalation: Identify and escalate service or project issues that exceed service levels.
  • Client Knowledge: Develop a deep understanding of client needs and how IT supports their business objectives.
  • Internal Processes: Document and maintain internal processes related to job responsibilities.
  • Time Management: Accurately enter time and expenses in the PSA system.
  • System Understanding: Gain proficiency in PSA, RMM, and other internal systems.
  • Ticket Management: Address assigned tickets and follow a daily schedule as per dispatch instructions.
  • Service Catalog Knowledge: Familiarize yourself with the service catalog and its relevance to client needs.
  • Continuous Learning: Stay updated on emerging technologies in the industry.
  • Client Satisfaction: Strive to enhance client service and satisfaction.
  • Core Values: Uphold the company's core values and philosophy in all decisions and actions.


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