Technical Support Specialist
2 weeks ago
The McLane Intelligent Solutions help desk team is dedicated to delivering exceptional value to our clients by offering prompt, efficient, and insightful resolutions to their technical challenges. By ensuring the reliability of our clients' systems and providing assistance during critical times, the Help Desk Technician plays a vital role in collaborating with our project and escalation teams to implement sustainable solutions. Excelling in this position will open numerous avenues for professional growth within the organization.
Key Responsibilities:
- Client Interaction: Our Help Desk Technicians engage with clients on a daily basis. Each technician is responsible for addressing incoming inquiries and issues in a professional and courteous manner via phone. Every interaction must reassure clients of their importance and our commitment to their success. Consistent communication regarding ongoing issues is essential to building and maintaining client trust.
- Issue Resolution: Continuously enhance personal knowledge and skills to achieve first-contact ticket resolution. Clients reach out to our Help Desk for solutions to their problems. We adhere to best practices to identify root causes and resolve issues swiftly. Ensure all concerns are addressed and resolved within service level agreements, escalating to other internal and external teams as necessary.
- Record Keeping: Document all client interactions in our tracking system for future reference. All modifications to clients' systems must be recorded to support team members in their efforts.
Qualifications:
- Self-motivated with a strong commitment to serving clients and the team with integrity.
- Experience with Microsoft products, including Windows Desktop, Office Suite, and Microsoft 365 servers.
- Familiarity with Windows Server environments, including Active Directory and Group Policy.
- Experience with Windows Remote Desktop in a corporate setting.
- Knowledge of network troubleshooting and configuration, including basic setup of managed switches and firewalls.
- Willingness to participate in a rotating on-call schedule.
- Strong customer and team orientation.
- Excellent customer service skills.
Preferred Skills:
- Experience with troubleshooting and configuring VOIP phone systems.
- Experience with troubleshooting Mac workstations.
- Familiarity with L1 & L2 support for workstations, Windows Servers, and network firewalls.
- Experience in a call center environment.
Educational Background:
- Associate Degree in a technology-related field or equivalent hands-on experience.
- Preferred certifications include Microsoft Certification MCSA, A+, Network+, CCENT, or actively pursuing such certifications.
- A minimum of 2 years of experience in a technical help desk role or related technical field.
- A minimum of 2 years of experience with software and hardware troubleshooting, including desktops, laptops, servers, email technologies, firewalls, switches, wireless, and mobile devices.
Employee Benefits:
- Health, Dental, Vision, and Prescription insurance.
- Short-term and long-term disability benefits.
- 401K plan.
- Flexible Spending Accounts.
- Company-provided Life Insurance.
- Paid Vacation, Sick Leave, and Holidays.
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