Technical Support Specialist

3 weeks ago

Atlanta, Georgia, United States Atlanticus Services Corporation Full time

Job Title: Technical Support Specialist

About the Role:

We are seeking a skilled Technical Support Specialist to join our team at Atlanticus Services Corporation. As a key member of our IT department, you will provide technical assistance and support for incoming questions and issues related to Apple and Microsoft computer systems.

Responsibilities:

  • Provide technical assistance and support for incoming questions and issues related to Apple and Microsoft computer systems (software and hardware).
  • Troubleshoot user's computer problems.
  • Train computer users.
  • Perform day-to-day maintenance on computer systems.
  • Respond to email and phone messages for customers seeking help.
  • Install, troubleshoot and repair computer hardware and software.
  • Image new computer systems.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems.
  • Provide Remote Support.
  • Walk customers through problem-solving process.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.
  • Participate in after hours on call support rotation.
  • Password unlock and resets of Microsoft Active Directory Accounts.
  • Troubleshoot Audio/Video Conferencing Systems.
  • Support users' desktop phones (Vonage System).
  • Support users' mobile devices (BYOD and Enterprise equipment).
  • Maintaining inventory of computer systems and peripheral equipment when not actively being used.
  • Order printer supplies and act as point of contact for outside printer maintenance.
  • Assist in patching Microsoft products and Vipre Business Agent.
  • Formulate and suggest recommendations to improve team performance.

Requirements:

  • Good knowledge of how to build, deploy images and applications to computers.
  • Knowledge of VMware Workstation preferred.
  • Knowledge of PC backup solutions.
  • Experience with Windows 10 and Microsoft Office 365.
  • Knowledge on centralized computer management (ie: anti-virus, imaging, patch management, software deployment)
  • Basic knowledge and management of Windows Active Directory.
  • Familiar with Remote Desktop Connection.
  • Strong attention to detail with ability to organize, prioritize and manage multiple tasks in a timely manner.
  • Creative thinking and excellent problem-solving skills.
  • Excellent written and verbal communication skills.
  • Customer-focused, service-oriented and positive team-oriented attitude.
  • Effective listening skills, ability to follow the direction of IT management and senior IT team members.
  • Ability to thrive in high demand, high pressure situations.
  • Adhere to the policies and procedures of Atlanticus Holdings, Inc.
  • Bachelor's degree in computer science or equivalent work experience desired but not required.
  • Minimum 5 years of working as a PC technician in a Microsoft operating system environment.

Compensation: The salary for this position is estimated to be around $65,000 - $85,000 per year, depending on experience.

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