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Technical Support Specialist I

2 months ago

Washington, Washington, D.C., United States Vortex Full time

ARE YOU A TALENTED INDIVIDUAL WITH ASPIRATIONS FOR PROFESSIONAL GROWTH AND A STRONG DRIVE TO ACHIEVE YOUR GOALS?

ARE YOU A PASSIONATE LEARNER WITH A DESIRE TO EXPAND YOUR KNOWLEDGE BASE?

DO YOU ENJOY SOLVING TECHNICAL CHALLENGES AND PROVIDING EFFECTIVE SOLUTIONS?

If you responded positively to these inquiries, we are eager to engage with you.

At Vortex, our objective is to redefine customer service standards within the IT service sector. We achieve this through our dedicated and enthusiastic team, committed to delivering an outstanding experience. Our approach prioritizes our employees, fostering a collaborative environment where we can support each other and ensure satisfaction for both our team and clients.

Vortex operates as a Managed Service Provider (MSP) based in Washington, DC, specializing in First-Party Microsoft platforms and solutions. Our technicians, engineers, and sales personnel are all certified by Microsoft. Our mission is to empower our clients to maximize their use of the Microsoft ecosystem while minimizing reliance on expensive third-party services. This role primarily offers remote work flexibility. The ideal candidate is proactive, passionate about customer service, eager to acquire new skills, and thrives in a dynamic setting.

Key Responsibilities:

  • Deliver tier one technical assistance to end users, both remotely and on-site, via phone and email.
  • Demonstrate familiarity with SharePoint, OneDrive, Microsoft Teams, Microsoft Outlook, and the Office Suite.
  • Possess a foundational understanding of networking principles.
  • Exhibit knowledge of Windows 10, Windows 11, and Mac OSX operating systems.
  • Be responsible for configuring and supplying hardware, including workstations, monitors, and other peripherals.
  • Uphold Vortex's troubleshooting standards by swiftly identifying the root causes of customer issues.
  • Manage customer technical support inquiries through phone and email.
  • Engage with customers professionally, both over the phone and in person.
  • Commit to continuous learning and skill enhancement through on-the-job experiences, self-study, industry training, and other avenues.
  • Update company documentation with any new or modified information.
  • Create reference materials for users by drafting operational guidelines.
  • Maintain effective communication with remote team members and management.
  • Demonstrate a desire to understand the underlying causes of issues and how to prevent their recurrence.

Qualifications:

  • Aspiring professional with clear career ambitions and the resolve to achieve them.
  • A lifelong learner with an insatiable curiosity.
  • A proven history of excellence in execution.
  • Ability to perform at a high level with minimal oversight.
  • 1-2 years of experience in customer service or a related field.
  • 1-2 years of experience in technical support.
  • Currently pursuing technical certifications.
  • Possession of a valid driver's license, vehicle, and insurance.

Preferred Qualifications:

  • Prior experience in a Managed Service Provider environment.
  • Microsoft certifications.
  • Recognized as the go-to person for technical advice among friends and family.
  • Located conveniently for client interactions.

Benefits:

Health Insurance (company contribution)

Dental and Vision Coverage

401K with company matching

Performance-based Bonuses

Sabbaticals

Generous PTO policy

Health and Wellness incentives

Unlimited Microsoft Certification Reimbursements

Opportunities for advancement and career development

Company-sponsored events

Positive workplace culture

Rapidly expanding organization

Recognized in industry publications for excellence

Annual Salary Range: $50,000 - $60,000 based on qualifications and experience