IT Support Specialist

3 weeks ago

Paradise, United States Matson & Isom Technology Consulting Full time
Job DescriptionAt Matson & Isom Technology Consulting, we're seeking a skilled IT Support Specialist to join our team. As a key member of our support team, you'll be responsible for providing top-notch technical support to our clients, ensuring their technology needs are met with expertise and care.

We're looking for someone who is passionate about technology and committed to delivering exceptional service. If you have a strong background in IT and excellent communication skills, we'd love to hear from you.

Key Responsibilities:
  • Provide first-level technical support to clients via phone, email, or chat.
  • Communicate with clients and team members in a professional and timely manner.
  • Manage user accounts, permissions, and access rights.
  • Support services for Microsoft-related server technologies: Windows Server, 365, etc.
  • Support backup and disaster recovery solutions.
  • Work through a first-level daily schedule established by a Dispatcher/Service Coordinator.
  • Provide first-level essential IT troubleshooting support at the network level, including LAN and WAN.
  • Support remote access solutions such as VPN, Remote Desktop Services, and Citrix.
  • Document all incidents, problems, and solutions in a helpdesk ticketing system and write clear and concise documentation for client infrastructures.
  • Contribute to the development of knowledge base articles and standard operating procedures.
  • Work in a team and communicate effectively.
  • Properly escalate complex issues to Level 2 or Level 3 Consultants.


Additional Responsibilities:
  • Proactively assist clients to understand problems, to avoid or reduce reoccurrence in the future.
  • Ability to work in a team and communicate effectively.
  • Communicate with clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Escalate service issues that cannot be completed within agreed service levels.
  • Develop in-depth knowledge of the service catalog and how it relates to client needs.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in our ticketing system as it occurs.
  • Work through a daily schedule in our ticketing system that has been established through the Service Coordination process.
  • Understand processes in the ticketing system by completing assigned training materials and blueprints on the ticketing system training portal.


Requirements:
  • Ideal candidate has at least two-years' experience supporting a Microsoft Windows Environment, and seeking a challenge.
  • Associates or Bachelor's degree in Computer Science, Information Technology, or business-related field or equivalent experience (at least 2-3 years in the industry).
  • Professional IT Certifications (or progress toward) a plus, such as: Microsoft (Any), VMware VCP, Apple (Any), Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA.
  • Able to resolve clients' technical issues via telephone, remote support, and on-site (in-person).
  • Must have excellent communication skills, both written and verbal (inspire those around you).
  • Must possess 'grace under fire' – comfortable handling critical situations with concerned clients.
  • Exceptional time management and multi-tasking skills.
  • Client satisfaction-focused attitude.
  • Ability to work unsupervised.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Excellent typing skills to ensure quick and accurate entry of service request details and documentation while on the phone.
  • Self-motivated with the ability to work in a fast-moving environment.


We offer competitive salaries, great benefits, and learning/training opportunities while helping our exceptional list of clients and partners succeed. We'd love to have the opportunity to talk with you more about the opportunity to join a team that enhances productivity, clarifies growth planning, and provides respectful technology support from experts who care.

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