Job Summary:
Softrim is a leading technology services provider with Managed IT and Low Voltage offerings. We have offices in Alpharetta GA, Raleigh NC, and Estero FL. We are looking for a Service Desk Specialist to support the company’s MSP clients nationwide. The candidate should have experience with troubleshooting networks, desktops, and servers, and also possess exceptional customer service and communication skills.
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Responsibilities:*
- Provide Tier 1/2 technical support to customers remotely via phone and the ticketing system (ConnectWise)
- Provide customers with technical expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions
- Maintain and utilize a superior knowledge of computing, networking, software, and information security best practices
- Troubleshoot technical issues such as Windows, macOS, Citrix Xen App, Microsoft Office, M365, OneDrive, Teams, telephony, fax, mobile devices, malware/virus, network printing, scan to email/folder, network/wireless, access points, etc.
- Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues, including wireless and ISP vendors
- Administer Microsoft Active Directory, Email/O365 user accounts, computers, telephony user provisioning, voicemail password reset
- Install or upgrade the operating system, software, peripherals
- Continuous learning and support of all technologies used in Softrim’s typical client locations including VoIP, Electronic Access Control, Surveillance, Nurse Call, and Audio Video systems
- Work directly with Senior Service Desk and IT Specialists for advanced incidents requiring escalation
- Maintain an open line of communication regarding events, outstanding issues, and customer follow-up
- Cooperate with project teams to prepare and stage hardware (laptops, desktops, switches, firewalls, access points, etc.) for field deployment
- Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP
- Maintain technical documentation and notify management of any information that requires an update, including assisting with identifying gaps in documentation and collecting missing information
- Accurately record all-time and notes for work performed following company standards
Requirements:
- At least 1 year of working experience in an IT supporting role
- General knowledge of computer hardware, enterprise applications (MS Windows, Office, Adobe), networking, and troubleshooting
- Knowledge of enterprise software products such as MS Office 365 applications
- Excellent customer service, communication, and interpersonal skills
- Exceptional analytical and problem-solving skills
- Collaboration, communication, and interpersonal skills
- Excellent organizational and time management skills
- Ability to adapt and respond to changing work situations and environments
Desired Skills:
- CompTIA A+, Network+, Security+ HDI, ITIL certification is a plus
- IT Degree
Employment Terms:
Full-time, Non-exempt, Hourly. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:00 p.m., Monday thru Friday, excluding company-observed holidays. Limited after-hours work may be required.
Job Type: Full-time
Pay: $18.00 - $21.00 per hour