IT Support Specialist

6 days ago

West Chester, Pennsylvania, United States Thinc Forward Full time
Job Description

We are seeking a highly skilled IT Support Engineer to join our team at Thinc Forward. As a key member of our technical support team, you will be responsible for providing enterprise-level assistance to our customers, troubleshooting software and hardware problems, and helping our customers install applications and programs.

Responsibilities
  • Handle all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals
  • Troubleshoot servers, VM, firewalls, network outages
  • Handle Tier 1 and Tier 2 tech support calls
  • Other duties as assigned
Requirements
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ years)
  • Must possess strong troubleshooting skills related to PCs (software and hardware), Networking (LAN, WAN, VPN, etc.), printers, scanners, analog fax, email, etc.
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • AS or greater degree in Information Technology, Computer Science, or relevant field
  • A+, Network +, Microsoft Certification or related technical certification a plus
  • MSP experience preferred
  • Good written and oral communication skills
  • Normal hours are Monday - Friday 9 am - 6 pm EST
  • DENTAL IT SUPPORT experience highly desired
Benefits
  • Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%)
  • Paid time off (plus public holidays)
  • Training & Development
  • 401(k)
  • Life Insurance
  • Hybrid work environment offered if local to West Chester, PA, otherwise fully remote

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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