Technical Support Specialist

2 weeks ago

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

Benefits:

  • 401(k) plan
  • 401(k) matching
  • Dental coverage
  • Health insurance
  • Career advancement opportunities
  • Paid time off
  • Vision coverage

ABOUT THE ROLE

Allstar Technologies is in search of a dedicated IT professional who enjoys assisting others and solving intricate challenges. You should have a strong desire to support clients, a knack for troubleshooting, and a commitment to personal and professional development. A dynamic, goal-oriented work environment is where you thrive, backed by a solid technical foundation and a keen interest in technology.


In this pivotal role, you will be responsible for delivering exceptional service to our clients by addressing immediate technical issues. You will cultivate relationships with customer personnel and gain a deep understanding of their operational landscape.


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


KEY RESPONSIBILITIES
  • Provide first-level support for IT service requests in a timely and professional manner, covering all technology aspects including workstations, servers, printers, networks, and vendor-specific hardware and software.
  • Assist with technical issues related to Microsoft’s core business applications and operating systems.
  • Deliver basic technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security protocols.
  • Support remote access solutions such as VPN, Terminal Services, and Citrix.
  • Address system alerts and notifications from the remote monitoring and management system through service tickets.
  • Assist in the maintenance of disaster recovery solutions.
  • Document work as service tickets in the ticketing system, including time and expenses.
  • Efficiently receive and route tickets to the appropriate resources.
  • Escalate service requests requiring engineer-level support.
  • Enhance customer service, perception, and satisfaction.
  • Maintain and review system documentation in the ticketing system.
  • Communicate with customers as necessary, keeping them informed of incident progress and any planned changes or outages.
  • Engage in our vibrant and professional work culture.
  • Stay updated with current and emerging technologies by reviewing relevant publications and online resources.
ESSENTIAL QUALITIES
  • Excellent interpersonal skills, with a passion for engaging with staff and clients.
  • Strong written and verbal communication abilities.
  • Flexibility and adaptability in your work approach.
  • Proficient troubleshooting and decision-making capabilities.
  • Professionalism: punctuality, hard work, and a positive workplace attitude.
  • Ability to handle job pressures maturely and take ownership of your responsibilities.
  • Team-oriented mindset focused on achieving common goals.
  • A desire for both career and personal growth.
  • Ability to thrive in a fast-paced environment.
  • Quickly shift between tasks while maintaining high consistency and attention to detail.
  • Strong technical aptitude with a capacity for rapid learning.
  • Sound judgment, confidence, and practical technical knowledge.
  • Adaptability to a changing work environment while remaining calm and focused.
  • Proactive in anticipating and adjusting to changing demands.
  • Empathy and understanding of diverse perspectives.
  • Comfortable providing both remote and onsite support as needed.
  • Awareness of key services for which support is being provided.
  • Understanding of support tools and techniques used in service delivery.
  • Typing proficiency for accurate and efficient service request documentation.
TECHNICAL SKILLS & QUALIFICATIONS
  • In-depth knowledge of operating systems, business applications, printing systems, and network infrastructures.
  • Hands-on experience in the IT field is essential.
  • Formal education or professional training is preferred but not mandatory, with relevant experience being valuable.
  • Experience across multiple environments is advantageous.
  • Exceptional troubleshooting skills for Windows computers and domain environments.
COMPANY CULTURE
  • Allstar Technologies is committed to investing in our employees, prioritizing their professional and personal growth while offering opportunities for advancement.
  • Our culture drives our business decisions, and we take pride in creating a professional and engaging environment.
  • We are an independent company, allowing us to align our growth with our core values.
  • In a rapidly evolving industry, Allstar is dedicated to continuous growth and improvement.
  • Our mission is to scale in ways that enhance quality for our team and clients, pioneering approaches that align with our culture and values.

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