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Technical Support Specialist

2 months ago

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

Benefits:

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

POSITION SUMMARY

Allstar Technologies is on the lookout for a skilled IT professional who is dedicated to providing exceptional service and solving intricate challenges. If you have a passion for assisting others, a knack for troubleshooting, and a commitment to personal and professional growth, this role is tailored for you. You will thrive in a dynamic environment and possess a robust technical background coupled with a curiosity for technology.


In this pivotal role, you will contribute to the service delivery for our clients by addressing immediate break/fix issues. You will establish strong relationships with customer personnel and gain an in-depth understanding of their operational environment.


This position is backed by our knowledgeable and diverse team. From the outset, you will be paired with a mentor to guide you.


KEY RESPONSIBILITIES
  • Provide first-level support for IT service requests in a professional and timely 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.
  • Support basic 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 support of disaster recovery solutions.
  • Document work as service tickets in the ticketing system, including time and expenses.
  • Efficiently receive and dispatch tickets to the appropriate resources.
  • Escalate service requests that necessitate engineer-level support.
  • Enhance customer service, perception, and satisfaction.
  • Maintain and review system documentation in the ticketing system.
  • Communicate with customers as needed, keeping them informed of incident progress and notifying them of changes and outages.
  • Engage in our professional and vibrant work culture.
  • Stay updated with current and emerging technologies by reviewing relevant publications and online resources.
ESSENTIAL QUALITIES
  • Strong interpersonal skills: enjoy engaging with staff and clients.
  • Excellent written and verbal communication abilities.
  • Flexibility and adaptability in your work approach.
  • Solid troubleshooting and decision-making capabilities.
  • Professionalism: punctuality, hard work, and avoidance of office politics.
  • Ability to handle job pressures maturely and take ownership of your work.
  • Team-oriented mindset focused on achieving common goals.
  • A desire for personal and career development.
  • Ability to excel in a fast-paced environment.
  • Capability to switch between tasks quickly while maintaining high attention to detail.
  • Strong technical aptitude with a quick learning ability.
  • Good judgment, confidence, and technical common sense.
  • Ability to remain calm and focused in a changing work environment.
  • Proactive in anticipating and adjusting to changing demands.
  • Understanding of diverse perspectives and effective interaction with various personalities.
  • Comfortable providing both remote and onsite support as necessary.
  • Awareness of all key services provided by the organization.
  • Knowledge of support tools, techniques, and technology usage for service delivery.
  • Typing skills for accurate and prompt entry of service request details.
TECHNICAL SKILLS REQUIRED
  • Advanced knowledge of operating systems, business applications, printing systems, and network systems.
  • Hands-on experience in the IT field is essential.
  • Formal education or professional training is preferred but not mandatory with relevant experience, including associates, bachelors, and/or industry-standard certifications.
  • Experience with multiple environments is advantageous.
  • Exceptional troubleshooting skills for Windows computers and domain environments.
ADDITIONAL BENEFITS
  • Competitive salary based on experience and qualifications.
  • Comprehensive health, vision, and dental benefits.
  • Performance-based incentives.
  • Extensive on-the-job training and support.
  • A fun and 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 offering opportunities for advancement.
  • Our culture is central to our business decisions, fostering a professional and stimulating environment.
  • With no external ownership or investors, we shape our future in alignment with our core values.
  • Engaged in a rapidly evolving industry, Allstar is dedicated to continuous growth.
  • Our aim is to scale in ways that enhance quality for our team and clients, pioneering approaches that allow us to achieve scale while furthering our mission, culture, and client quality.