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IT Support Specialist

2 months ago

Broken Arrow, Oklahoma, United States WRA Architects Full time
Position Overview

The Desktop Support Technician is responsible for delivering IT assistance to both local and remote offices. This role involves diagnosing and resolving issues related to desktops, laptops, and various user devices while ensuring exceptional customer service. The technician may collaborate with Level 3 support when necessary and must possess strong technical skills, organizational abilities, and a customer-focused mindset. Occasional travel to remote locations, as well as availability for weekend or after-hours work, may be required.

Key Responsibilities
  • Address Tier 1 support tickets and inquiries promptly.
  • Timely response to support requests.
  • Install and configure both hardware and software systems.
  • Provision new accounts and set up systems for incoming employees.
  • Assist in the onboarding process for new hires.
  • Manage Office 365 administration tasks.
  • Utilize remote tools and diagnostic utilities to resolve support issues.
  • Perform hands-on repairs at the desktop level when remote solutions are insufficient, including hardware fixes and peripheral deliveries.
  • Conduct preventative maintenance on workstations, printers, and peripherals.
  • Demonstrate proficiency with desktop operating systems such as Windows 10, Windows 11, and MacOS.
  • Possess a foundational understanding of networking devices and appliances.
  • Familiarity with Cisco Meraki systems.
  • Engage with Active Directory for user management.
  • Repair and replace equipment as necessary.
  • Provide both onsite and remote support to end users.
  • Assist with audiovisual setups for meetings as required.
  • Test and evaluate new technologies.
  • Create training documentation for staff.
Qualifications
  • Two to three years of experience in technical support.
  • Certifications such as CompTIA A+ and/or CompTIA Network+ are preferred.
Skills
  • Strong customer service orientation.
  • Excellent organizational and time management capabilities.
  • Outstanding verbal and written communication skills.
  • Strong interpersonal abilities.
  • Dependable and reliable.
  • Solid understanding of computers, networks, and software applications.
  • Experience with MS Office, Dell Alienware, Microsoft Surface laptops, and Logitech peripherals.
  • High attention to detail.
  • Familiarity with ticketing systems such as Halo.
  • Willingness to travel to remote sites as needed.
  • Availability to work overtime when required.
  • Ability to thrive in high-pressure environments.
  • Capacity to work collaboratively within a team.
  • Eagerness to learn new technologies and software quickly.
  • Physical ability to lift up to 50 lbs.
Reporting Structure

The Desktop Support Technician will report directly to the IT Manager and collaborate with Principals and Partners.

Professional Development

Engagement in ongoing education, seminars, and relevant organizations is encouraged to stay informed about the latest best practices and advancements in information management.

Compensation

The salary for this position is $61,040.