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Technical Support Specialist

2 months ago

Vancouver, Washington, United States TeamLogic IT, Vancouver, WA Full time
Job Overview

Benefits:

  • 401(k) Plan
  • Health Coverage
  • Paid Leave
  • Professional Development

The Tier 1 Technical Support Specialist position is an excellent entry-level opportunity for individuals who possess a strong enthusiasm for customer assistance, exceptional problem-solving skills, and a natural aptitude for addressing a variety of technical challenges. The ideal candidate will excel in a fast-paced, dynamic setting, enjoy engaging with clients, and thrive in a collaborative team atmosphere. If you are interested in contributing to a service desk team that focuses on enhancing the performance and growth of small to mid-sized enterprises through technology, we encourage you to consider this role.


Key Responsibilities:

  • Act as the primary point of contact for clients via phone, email, or alerts from our remote monitoring system.
  • Conduct initial assessments of client issues: clearly articulate the problem, gauge its urgency, and determine the suitable course of action.
  • Manage client inquiries, keeping them informed of progress and addressing any questions they may have.
  • Set up and configure new workstations.
  • Troubleshoot network infrastructure issues.
  • Install, manage, and support servers, personal computers, and peripherals.
  • Monitor and maintain network systems, resolving issues that arise within client networks.
  • Adhere to Tier 1 processes and documentation standards for all tickets handled.
  • Act as an internal advocate for the specific clients assigned to you.

Required Skills and Qualifications:

  • Outstanding customer service and communication abilities, with the capacity to explain technical issues to non-technical individuals.
  • Strong written communication skills for documentation and client interactions across various platforms.
  • Experience with process adherence and familiarity with CRM systems.
  • A degree in computer science or a related discipline is preferred.
  • A valid driving record is necessary, as you may be required to drive for service calls.
  • At least one year of experience (or equivalent education) in the following areas:
    • Windows PCs:
    • Installation and management of Windows operating systems in both Workgroup and Domain environments.
    • Configuration of new PCs and migration of applications/data from old to new systems.
    • Proficient in common Windows applications (Office 365, Adobe products, etc.).
    • Troubleshooting and repairing common hardware issues to the subassembly level (e.g., power supply, hard drive, graphics card failures).
    • Windows Servers:
    • Implementation and management of Active Directory and DNS services.
    • Setup and management of network and file/folder security.
    • Management of certificates in Certificate Authority.
    • Administration of print servers.
    • Exchange Servers:
    • Configuration of mail security (e.g., sender policy, recipient filtering, block lists).
    • Backup and restoration of mailboxes and public folders.
    • Database and PST management.
    • Outlook Web Access management.
    • Additional Required Skills:
    • Virus removal expertise.
    • Strategies for combating spam.
    • Management and troubleshooting of Local Area Networks.