Help Desk Support Specialist

Description

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization: including alignment, execution, and connection, just to name a few. 

Major Goals and Responsibilities: 

As a Support Specialist, you will work in an end-user help desk environment that focuses on creating and maintaining happy customers. The team will work directly with its customers to provide comprehensive remote support for their technology needs. Candidates should know Windows-based technology. This includes the ability to intuitively troubleshoot a wide array of hardware and software within a Windows environment as well as mobile applications, IP phone management and basic networking and windows server issues. At Prosource we believe that winning is providing an unmatched customer experience. We provide this top tier of service by recruiting and hiring the most talented customer-oriented people with technical skills in the industry. You must have an outgoing enthusiastic attitude and commitment to delivering the best possible user experience every time. Ideal candidate should have a customer first attitude and 3 years’ experience working with IT service management troubleshooting and support, MSP or similar network admin experience is a plus. Candidates should possess one or more of the following certificates, CompTIA A , CompTIA Network , CompTIA Security , equivalent Microsoft desktop or cloud hosting certification. Additional experience with any of the following industry technologies, PSA, RMM, BCDR, MDR, and MSSP is a plus. 

Essential Activities and Responsibilities:

• This position will include but is not limited to the following duties.
• Provide excellent technical support to our clients.
• Maintain client satisfaction through professional and courteous service.
• Troubleshoot and resolve client systems issues.
• Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
• Contribute to our passion and direction by helping to improve technical practices.

Requirements

 Prerequisites (i.e... education, experience):

• Candidates should have at least 3 years of experience working for a successful IT service company, corporate help desk, or similar environment. MSP experience is highly desired.
• The successful applicant will possess the following skills.
• A “Customer 1st” philosophy and mindset.
• The ability to be punctual. Someone who believes that early is on time, on time is late, and late is unacceptable.
• Must have firm understanding of computer networks and how they operate (LAN, WAN, WIFI, DNS, DHCP, VLAN).
• The ability to cheerfully take ownership of any problem.
• The ability to design and execute a plan.
• The desire to have a professional and polished image.
• The discipline to create and maintain strong documentation.
• Ability to provide oral or written communication of complex topics in simple terms and keep customers informed of   current requests.
• Ability to follow through to completion on commitments and responsibilities.

Required

• 3 years professional work experience
• Ability to work independently and within a team environment.
• Critical thinking and problem-solving skills.
• Understanding of TCP/IP and Windows networks
• Windows Active Directory end-user management.
• Experience with Microsoft Windows Desktop operating systems
• Experience with Microsoft Office
• Exceptional customer service, interpersonal, and communication skills.
• Ability to work Monday through Friday 8am to 6pm with a rotating on-call schedule.
• Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.

Preferred

• Previous MSP experience.
• CompTIA A certification
• Microsoft Certified Desktop Support Technician
• Experience configuring, maintaining, and troubleshooting firewalls.
• Experience with Office365 hosted systems, Exchange, Teams, SharePoint,
• Experience with Cisco Meraki, Datto BCDR, Autotask, Continuum RMM, or Webroot AV.