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Technical Support Specialist I

2 months ago

Alpharetta, Georgia, United States Softrim LLC Full time
Job Overview

Salary: $18-21/hr

Position Summary:

Softrim LLC is a prominent provider of technology services, specializing in Managed IT and Low Voltage solutions. We are currently seeking a dedicated Service Desk Specialist to assist our Managed Service Provider (MSP) clients across the nation. The ideal candidate will possess a solid background in troubleshooting networks, desktops, and servers, along with outstanding customer service and communication abilities.

Key Responsibilities:

  • Deliver Tier 1/2 technical assistance to clients remotely through phone and ticketing systems.
  • Offer technical guidance on desktop technologies, peripherals, mobile devices, networking, and cloud solutions.
  • Maintain a comprehensive understanding of computing, networking, software, and information security best practices.
  • Diagnose and resolve technical issues related to various operating systems and applications.
  • Collaborate with network equipment to troubleshoot connectivity problems, including those with wireless and ISP vendors.
  • Manage Microsoft Active Directory and user accounts, including email and telephony provisioning.
  • Assist in the installation or upgrading of operating systems and software.
  • Engage in continuous learning to support technologies commonly used in client environments.
  • Work closely with senior staff for escalated incidents requiring advanced support.
  • Ensure effective communication regarding ongoing issues and customer follow-ups.
  • Assist project teams in preparing hardware for deployment.
  • Document all interactions and troubleshooting steps accurately in accordance with company standards.
  • Maintain technical documentation and identify areas for improvement.
  • Record all time and notes for work performed following established protocols.
  • Perform additional duties as assigned.

Qualifications:

  • Minimum of 1 year of experience in an IT support role.
  • General understanding of computer hardware, enterprise applications, and networking.
  • Familiarity with enterprise software products, particularly MS Office 365.
  • Strong customer service, communication, and interpersonal skills.
  • Excellent analytical and problem-solving capabilities.
  • Ability to collaborate effectively with team members.
  • Strong organizational and time management skills.
  • Flexibility to adapt to changing work environments.

Preferred Skills:

  • Certifications such as CompTIA A+, Network+, Security+, HDI, or ITIL are advantageous.
  • A degree in Information Technology is preferred.

Employment Details:

This is a full-time, non-exempt position. Eligible for benefits including medical, dental, vision, life insurance, and 401(k) after the introductory period. Typical business hours are Monday through Friday, with some limited after-hours work required.