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IT Support Specialist
2 months ago
Technical Support Analyst
We are currently seeking a skilled Technical Support Analyst / Help Desk Technician to join our team.
KEY RESPONSIBILITIES:
- Deliver approximately 60% in-person assistance and 40% via phone support.
- Provide support to users across various locations and assist with remote troubleshooting for additional users nationwide.
- Triage and manage Level II and Level III Incident and Service Request tickets.
- Diagnose and resolve Incident tickets related to hardware, software, and network issues.
- Address Level I Incident and Service Request tickets effectively.
- Confirm resolution of incidents or service requests with internal clients and update the ITSM ticketing system accordingly.
- Collaborate efficiently with IT infrastructure, security, applications management, database, and governance teams.
- Develop a comprehensive understanding of IT Security policies, processes, and procedures.
- Comply with and implement IT Security policies, processes, and procedures.
- Create and revise knowledge-base articles.
- Contribute actively to IT's Continual Service Improvement initiatives.
- Manage multiple projects and support tasks simultaneously and efficiently.
- Perform additional duties or special projects as assigned.
This role is a contract-to-hire opportunity. You will provide on-site support and assist with help desk functions for remote locations. Occasional travel may be required for project work. Flexibility in working hours is essential, including on-call duties and weekend availability. This position offers a chance to make a significant impact and advance your career.
Visionaire Partners provides a comprehensive benefits package for all full-time W2 contractors, which includes options for 401k with up to 4% matching, medical, dental, vision, life insurance, short and long-term disability, critical illness coverage, hospital indemnity, accident coverage, and Medical and Dependent Care Flexible Spending Accounts.
ESSENTIAL QUALIFICATIONS:
- Minimum of 3 years of experience in technical support.
- Proficient in Windows support.
- Experienced with MS Office applications.
- Knowledgeable in Active Directory.
- Skilled in network support and troubleshooting.
- Able to configure and image new PCs.
- Capable of re-imaging PCs and installing approved applications and system access.
- Strong understanding of email spam filtering tools.
- Ability to ensure that PCs are fully encrypted.
- Experienced in both software and hardware support.
- Demonstrated deskside support experience.
- Excellent customer service and communication abilities.
- Strong documentation skills.
- Willingness to work flexible hours and be on call, including weekends.
- Possession of a valid driver's license and a clean driving record.
- Ownership of a reliable vehicle for transporting IT equipment.
- Capability to use a personal cell phone for work-related communications.
- Ability to pass a comprehensive background check and drug screening (excluding marijuana).
