What are the responsibilities and job description for the IT Support Specialist position at The 20?
IT Support Desk Specialist
The Computing Edge is looking for a hard-working Information Technology Support Desk Specialist to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.
Responsibilities
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Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
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Manage ticket queue to ensure timely resolution
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Provide customer support using remote connection software
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Provide thorough documentation on each customer interaction
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Prioritize ticketing system flow by following SOPs and KB articles for resolution
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Meet or exceed KPI goals
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Troubleshooting of the following, though not limited to:
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Advanced desktop issues
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VPN connectivity
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Entry-level server support
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Hardware issues
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Line of business support
Requirements
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A , Net , and Sec certifications, or equivalent experience
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Experience with all modern operating systems
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Deep understanding of business networking
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Deep understanding of Active Directory, Group Policy, File Sharing, etc.
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General understanding of technology related to small-medium businesses
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Virtualization experience is a plus!
Benefits
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Internal advancement (eligible for promotions every 6 months!)
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Individual and Company performance bonuses
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Reimbursement for passed certification exams
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Free snacks and drinks in the company kitchen
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Flexible schedule options due to our 24/7 operations
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Yearly performance raises based on bi-annual reviews
