IT Support Specialist

Job Summary:

Support Specialists will handle technology related requests of all severity, complexity and urgency. This role will receive requests made by clients via a helpdesk system, e-mail, telephone and verbal communications. Support Specialists are responsible for resolving or escalating requests in a timely manner to adhere to service level agreements. Candidates will work primarily from our San Diego office with potential for scheduled remote work arrangements. Candidates will also travel between client locations. This position requires a valid drivers license and clean driving record. 

Duties/Responsibilities:

• Receive, handle, and transfer telephone calls.
• Receive and send email communications.
• Resolve technical requests categorized as “Level I & Level II Complexity”
• Escalate technical requests categorized as “Level III or above in complexity”
• Perform technical maintenance tasks according to schedule and checklists.
• Follow standard operating procedures and guidelines.
• Assist in creating and improving existing operating procedures and guidelines.
• Maintain safe work environments.
• Support all departments in reaching goals set by company leadership.
• Maintain customer service and satisfaction by following company policy and procedures.
• Project a positive image of the organization to employees, clients, industry, and community.
• Other related duties as assigned.

Required Skills/Abilities:

• Understanding of technology terms and concepts.
• Ability to troubleshoot and resolve common technical problems with minimal oversight.
• Verbal and written communication and interpersonal skills.
• Proficient in office productivity, and communication related software.
• Possess strong organizational skills and attention to detail.
• Demonstrate excellent problem-solving skills and logical reasoning.

Education and Experience:

• High School Diploma or Equivalent Required
• 2 Year Degree or Technical Certification(s) Preferred
• Professional Office Experience Preferred.

Technical Systems Preferred Familiarity:

• Routers
  • Cisco
  • SonicWall
  • Fortigate
  • Watchguard
• Switches
  • Unifi
  • Cisco
  • Dell
  • HP
  • Managed / UnManaged
• IP Addressing / Subnets / VLANs / VPN
  
• DNS
  • MX Records
  • A Records
  • CName Records
• Printers & MFP's
  • Scanner Configurations
  • Security Configurations
  • Driver Installation
• Cloud Based Services
  • Microsoft Office 365
  • G-Suite
  • System Administration
    • Email Groups
    • Email Forwarding
    • Email Rules/Filters
    • Shared Mailboxes
    • Shared Calendars
    • Delegation / Permissions
      
    • Account Migrations
• Software
  • Medical EHR/EMR/DICOM Platforms
  • Legal CRM/Document Management Platforms
  • Construction, Design & Engineering Platforms
  • e-Signature Platforms
  • Office Productivity Software
• Other
  • Network Attached Storage Devices
    
  • Windows OS (10, 11, Server)
  • Apple OS (OSX & iOS)
  • Android OS
    
  • Backup Methodologies
  • Data Security & Confidentiality 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.