Senior IT Support Specialist

1 week ago

Fort Wayne, Indiana, United States Allstar Technologies Full time
Position Overview

Benefits:

  • 401(k) plan
  • 401(k) matching program
  • Comprehensive dental coverage
  • Health insurance options
  • Career advancement opportunities
  • Paid time off
  • Vision insurance

ABOUT THE ROLE

Allstar Technologies is on the lookout for a skilled IT professional who is dedicated to providing exceptional service and solving intricate challenges. You possess a strong desire to assist others, excel in troubleshooting, and thrive in environments that require problem-solving. Your technical expertise is complemented by a keen interest in technology.

In this pivotal role, you will be responsible for managing service requests escalated from Tier 1 support. You will conduct essential routine systems maintenance and aid in onboarding clients to Allstar's IT managed services. Through these responsibilities, you will cultivate relationships with client personnel and gain a deep understanding of their operational environment.

This position is backed by a diverse and experienced team of engineers. From the outset, you will be paired with a team and assigned a mentor to guide your development.


KEY RESPONSIBILITIES
  • Address escalated service requests professionally and promptly, covering all technology aspects including workstations, servers, printers, networks, and vendor-specific hardware and software.
  • Provide advanced technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security measures.
  • Support advanced remote access solutions such as VPN, Terminal Services, and Citrix.
  • Assist your designated team with client onboarding projects, which involves data collection and hardware provisioning and installation.
  • Conduct routine systems maintenance for clients enrolled in Allstar's ITMS services.
  • Document work as service tickets in the ticketing system, ensuring accurate entry of time and expenses.
  • Enhance customer service, perception, and satisfaction.
  • Maintain and review system documentation within the ticketing system.
  • Communicate with clients as necessary, keeping them updated on incident progress, notifying them of upcoming changes, and scheduled outages.
ESSENTIAL QUALITIES
  • Excellent interpersonal skills: enjoy engaging with staff and clients.
  • Strong written and verbal communication abilities.
  • Flexibility and adaptability in your work approach.
  • Robust troubleshooting and decision-making capabilities.
  • Professionalism: punctuality, diligence, and avoidance of office politics.
  • Ability to handle job pressures maturely and take ownership of your responsibilities.
  • Team-oriented mindset with a focus on common goals.
  • A desire for both career and personal development.
  • Capacity to thrive in a fast-paced environment.
  • Exceptional technical aptitude with a quick learning ability.
  • Sound judgment, confidence, and technical common sense.
  • Comfortable providing both remote and onsite support as needed.
  • Typing proficiency for quick and accurate service request entry.
TECHNICAL SKILLS & QUALIFICATIONS
  • Minimum of 3 years of experience in the IT sector with direct hands-on experience.
  • Formal education or professional training is preferred but not mandatory, including associates, bachelors, or industry-standard certifications.
  • Advanced knowledge of operating systems, business applications, printing systems, and network systems.
  • Experience in diverse environments is preferred (i.e., exposure to multiple networks).
COMPANY BENEFITS
  • Competitive salary based on experience and qualifications.
  • Health, vision, and dental benefits included.
  • Comprehensive on-the-job training and support.
  • Engaging work environment and culture.
  • Significant opportunities for career advancement.
ABOUT ALLSTAR TECHNOLOGIES
  • Allstar is committed to investing in our employees, prioritizing their professional and personal growth while providing opportunities for advancement.
  • Our culture is central to our business decisions, fostering a professional and dynamic environment.
  • With no external ownership or investors, we control our future and align our growth with our core values.
  • We operate in a rapidly evolving industry and are dedicated to continuous growth.
  • Our aim is to scale in ways that enhance quality for our team and clients, pioneering approaches that further our mission, culture, and client satisfaction.

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