Technical Support Specialist
4 weeks ago
GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technology solutions to hundreds of businesses across various markets. We are a family-friendly company and an Equal Opportunity Employer passionate about building a creative, growth-oriented, and progressive work environment. Our team is dedicated to empowering our diverse employees to drive exceptional business results for our clients. As a Certified B Corporation, we are committed to considering the impact of our decisions on our employees, customers, suppliers, community, and environment.
Key Responsibilities- Provide technical support and exceptional customer service via phone, email, chat, and Thread.
- Acknowledge assigned tickets daily and self-manage following GadellNet's Manage to Zero (MTZ) concept.
- Update and manage ConnectWise Calendar to accurately reflect appointment times, additional time spent on tickets, meetings, and breaks.
- Self-manage timesheet and plan for Daily Time Entry to reflect at least 8 hours.
- Attend and participate in weekly team huddles, one-on-one meetings with Lead, and other scheduled meetings.
- Participate in an on-call rotation.
- At least two years of experience working as a help desk or service desk engineer (MSP experience preferred).
- At least two years of experience utilizing, troubleshooting, researching, and/or fixing Windows 7 and above, macOS 13 Ventura and above, Microsoft 365 Admin Center, Windows Server 2012 and above, Android and iOS devices, Printers/Scanners, Microsoft Office Suite, and TCP/IP and Basic Networking.
- At least two years of experience with business application support (e.g., QuickBooks, Adobe Suite, Bluebeam, Sage, and Autodesk).
- At least two years of networking support experience (e.g., Meraki, Fortinet, SonicWall, Ubiquiti).
- Experience working in a team-oriented, collaborative environment.
- Ability to manage and prioritize inbound ticket requests submitted via email, chat, or by phone.
- Ability to conduct research into a wide range of computing issues.
- Ability to work both from a schedule and autonomously.
- Excellent communication skills, both written and verbal, with a focus on rapport-building, listening, and questioning skills.
- Ability to present ideas in a user-friendly, business-friendly manner.
- Proven analytical, problem-solving, and documentation skills.
- Health, vision, and dental insurance.
- Paid time off, including parental leave and volunteer time.
- Flexible work environment.
- Access to mental health services.
- Employee matching donation program.
- 401k and employer matching.
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