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Technical Support Specialist
2 months ago
Company Overview:
Patriot, LLC is a dedicated service provider seeking a customer-oriented Technical Support Specialist to enhance our mission-driven team.
Position Summary:
This role involves a professional and technical approach to on-site support for desktop, laptop, printer, and video conferencing systems. The selected candidate will be responsible for installation, setup, patch management, software upgrades, and troubleshooting of hardware and software issues reported by end-users. This position requires planning, evaluating, and implementing approved system modifications and upgrades while providing tier 2 and 3 support for problem resolution.
Key Responsibilities:
The following outlines the primary functions of this position, although additional duties may be assigned as necessary:
- Diagnose, monitor, and resolve hardware and software issues related to computer systems. Systems may be connected to production networks, isolated lab networks, or function as stand-alone units. Supported operating systems include Windows 95, 98, NT, 2000, XP, 7, 10, and 11, along with occasional support for Linux and Macintosh systems.
- Schedule and execute repairs, install, and configure workstations using approved images and necessary software.
- Install additional hardware and software to enhance user equipment functionality as required.
- Facilitate the relocation of IT systems and peripherals.
- Set up and manage video conferences between multiple locations.
- Adhere to established standard operating procedures and meet all service level agreements.
- Maintain and update asset management records for all equipment managed.
- Update the ticket tracking system as necessary.
- Possess knowledge of commonly used concepts, practices, and procedures within the IT field. Familiarity with video conferencing systems is a plus.
- Follow instructions and established guidelines to perform job functions.
- Work under supervision and report to a team leader or manager.
- Be available to work outside of regular hours as needed.
- May be required to work at different locations periodically.
U.S. Citizenship REQUIRED
Minimum education requirement: High School Diploma/GED.
Certifications: A+, MCDST, and other Microsoft certifications are highly preferred.
The ideal candidate will have at least 1 year of experience in a production networked environment, supporting MDT imaging, Microsoft Office 365, and various Windows operating systems. A strong customer service orientation and the ability to collaborate effectively with other IT team members and department managers are essential. Excellent written and verbal communication skills are required, along with a commitment to customer satisfaction. Experience with remote support tools and Service Now is desirable.
Clearance: Must be able to obtain a Public Trust clearance.
Patriot, LLC is committed to maintaining a drug-free workplace and conducts pre-employment, reasonable cause, random, and contract-mandated testing in accordance with federal and state laws.
Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.
