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Technical Support Specialist
2 months ago
Position: Help Desk Technician
C Squared Systems, LLC is a leader in RF engineering, consulting, and software development, dedicated to delivering exceptional services for seamless wireless connectivity. Our expertise spans from RF analysis to the design and implementation of Distributed Antenna Systems (DAS) and Wi-Fi networks, alongside remote monitoring and management of intricate multi-vendor environments. Our proprietary software, Site Portal, has been developed to facilitate the remote oversight and management of these complex systems.
Since our inception, we have successfully executed comprehensive in-building wireless solutions, utilizing advanced analytical tools to provide RF solutions that not only meet but exceed project expectations. Our extensive experience and technical prowess in the wireless sector have enabled us to adapt and grow in response to evolving technologies and customer needs.
Key Responsibilities:
- Act as the primary point of contact for IT support, addressing inquiries through various channels including phone, email, and remote access, ensuring compliance with Service Level Agreements.
- Identify, document, and resolve technical issues related to hardware, software applications, and network systems efficiently using the SitePortal Ticketing system.
- Provide technical guidance on the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software.
- Conduct training sessions for users on all technologies supported by C Squared Systems, with assistance from the IT team.
- Facilitate training for fellow IT staff on troubleshooting and diagnostic procedures.
- Gather customer feedback to enhance training methodologies.
- Develop and maintain comprehensive documentation, including Standard Support Procedures and Standard Operating Procedures.
- Generate reports and analyze recurring issues to identify areas for improvement.
- Perform any additional duties as required.
Qualifications:
- Associate's degree in a computer-related field or a minimum of two years of experience in a help desk support capacity.
- Proficient knowledge of:
Microsoft Windows 10, Office 365, Active Directory Administration, Group Policy, SharePoint, databases, and spreadsheets.
- Experience with scripting languages is advantageous.
- Relevant certifications, such as Microsoft Certified Professional, are preferred.
- Strong problem-solving, analytical, and collaborative skills.
- Exceptional communication and interpersonal abilities.
- A willingness to learn and adapt to new technologies.
