Technical Support Specialist

2 months ago


Syracuse, New York, United States Usherwood Office Technology Full time
JOB OVERVIEW:
The IT Support Analyst plays a crucial role within Usherwood Office Technology, delivering assistance to our managed IT clientele. As a recognized Microsoft Gold Partner, this position addresses a variety of user-related IT issues, ranging from hardware malfunctions to software inquiries.

WORK ENVIRONMENT:
This position is office-based in a collaborative setting.

PRIMARY DUTIES:
  • Address service requests submitted by clients concerning Managed IT services, including desktop, tablet, and mobile device support, server issues, software upgrades, and virus eradication.
  • Diagnose, investigate, and resolve technical challenges of moderate complexity.
  • Respond to support inquiries via phone, email, and online platforms.
  • Maintain accurate records of client issues using appropriate tracking systems.
  • Collaborate with other departments to facilitate the resolution of service requests.
  • Assist in the implementation and onboarding of Managed IT services.
  • Escalate unresolved issues to the Tier II support team.
EDUCATIONAL REQUIREMENTS:
  • An Associate's Degree in Computer Science or Information Technology is preferred.
  • A minimum of one year of experience in a technical support or help desk environment is desirable.
  • CompTIA A+ Certification is advantageous.
SKILLS & QUALIFICATIONS:
  • Proficient knowledge of Microsoft Windows operating systems, mobile devices, printers/scanners, Microsoft Office Suite, and ticketing systems.
  • Ability to manage and prioritize multiple issues in a dynamic work environment.
  • Exemplary customer service skills and a commitment to integrity.
  • Strong communication skills to interact with clients professionally.
  • Proven troubleshooting, root cause analysis, and resolution capabilities.
EMPLOYEE BENEFITS:
  • Comprehensive benefits package including medical, dental, vision, and supplemental insurance.
  • 20 days of paid time off annually.
  • Company-sponsored life insurance and long-term disability coverage.
  • 401(k) plan with company matching contributions.
  • Opportunities for paid training and certification.
  • Annual allowance for company store purchases.
Usherwood Office Technology is an Equal Opportunity Employer.

Visit us for more information.

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