Technical Support Specialist I

2 weeks ago


Alpharetta, Georgia, United States Softrim LLC Full time
Job Overview

Position Title: Service Desk Specialist

Company: Softrim LLC

Salary: Competitive

Job Summary:

Softrim LLC is a prominent provider of technology services, specializing in Managed IT and Low Voltage solutions. We are seeking a dedicated Service Desk Specialist to assist our Managed Service Provider (MSP) clients across the nation. The ideal candidate will have a solid background in troubleshooting various IT environments, including networks, desktops, and servers, along with outstanding customer service and communication abilities. This role involves a hybrid work schedule, requiring in-office presence on select days and remote work on weekends.

Key Responsibilities:

  • Deliver Tier 1 technical assistance to clients via phone and the ticketing system.
  • Offer technical guidance on desktop technologies, peripherals, mobile devices, networking, and cloud solutions.
  • Maintain a comprehensive understanding of computing, networking, software, and information security best practices.
  • Diagnose and resolve technical issues related to operating systems, software applications, and networking.
  • Collaborate with network devices to troubleshoot connectivity issues, including those involving wireless and ISP vendors.
  • Manage user accounts and permissions within Microsoft Active Directory and O365.
  • Install or upgrade operating systems and software as needed.
  • Engage in continuous learning to support various technologies utilized by our clients.
  • Work closely with senior IT specialists for complex incidents requiring escalation.
  • Maintain clear communication regarding ongoing issues and customer follow-ups.
  • Assist project teams in preparing hardware for deployment.
  • Document all interactions and technical resolutions accurately.
  • Update technical documentation and identify areas for improvement.
  • Record all work-related time and notes in accordance with company standards.
  • Perform additional duties as assigned.

Qualifications:

  • Minimum of 1 year of experience in an IT support role.
  • General understanding of computer hardware, enterprise applications, and networking.
  • Familiarity with enterprise software products, particularly MS Office 365.
  • Strong customer service, communication, and interpersonal skills.
  • Excellent analytical and problem-solving capabilities.
  • Ability to work collaboratively and effectively with others.
  • Strong organizational and time management skills.
  • Adaptability to changing work environments and situations.

Preferred Skills:

  • Certifications such as CompTIA A+, Network+, HDI, or ITIL are advantageous.

Employment Terms:

This is a full-time, non-exempt position with hourly compensation. Eligible for benefits including medical, dental, vision, life insurance, and 401(k) following the introductory period. The typical work schedule includes a combination of in-office and remote hours.



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