IT Support Specialist

We are seeking an IT Support Specialist (Tier 1, Tier 2, or Tier 3) to join our services team!

We’re looking for a problem-solver with great customer service skills who can research and implement solutions for computer-related issues. Excellent communication, patience, and empathy towards the stress that technology issues cause clients are paramount to delivering the services our company provides.

This position will be assigned technical requests on a schedule and bring those requests to resolution or escalate them.

Job Duties for Tier 1:

• Process assigned support tickets based on established guidelines
• Resolve technical issues for clients remotely and on-site as assigned
• Install and troubleshoot computer software
• Install computers and networking hardware at client sites
• Resolve communications issues with e-mail
• Teach clients how to perform technical actions
• Provision/Decommission users and their hardware
• Basic troubleshooting of network systems and Microsoft 365 systems
• Maintenance and verification of our proactive systems, including backups
• Accurately record notes on steps taken to fix issue(s) and track work time in our PSA
• Cont. Education in technology

Job Duties for Tier 2:

• Tier 1 Responsibilities +
• Onboard Microsoft 365 systems and other software system technologies
• Maintain & improve more advanced client IT systems including but not limited to networks and servers
• Mentor fellow technicians
• Specialist knowledge or certification in at least one of the technologies we currently maintain
• Function as liaison between end users & 3rd party tech vendors
• Ensure smooth operation of IT systems by checking backup procedures, monitoring network peripherals & resolving client issues

Job Duties for Tier 3:

• Tier I & II responsibilities +
• Support Tier I & II technicians
• Respond to service alerts to prevent major issues
• Research, design & implement new IT infrastructure and maintaining & supporting existing client infrastructure
• Liaison with Account Manager / vCIO / Sales for project and scope development
• Specialist in a technology discipline (network, servers, etc.)
• Procedure development and research for automation improvement
• Documentation research, development, and management for technical knowledge sharing (T1 and T2 passthrough knowledge)

All positions require the technician to be on-call for one week at a time every 9-10 weeks. The on-call technician would respond to all after hours emergency service requests and travel on site if required.

Requirements and Applicable Skills:

• Reliable Transportation
• Active Driver’s License
• Ability to pass a background check
• Proficiency with our toolset within 90 days
• Ability and patience to teach others how to do something in easy-to-understand terminology
• Ability to convey information effectively and professionally
• Active listening
• Critical thinking
• Time management

Recommended Certifications:

• Google IT Support Professional Certificate
• CompTIA ITF+
• CompTIA A+
• Microsoft MS-100
• Microsoft MS-900
• Microsoft MD-100
• CompTIA Network+, Security+, Server+

Benefits include dental, vision, and life insurance, QSEHRA, PTO, holidays, 401k retirement matching, and cover the cost of approved certifications.

Starting salary ranges commensurate with experience, certifications and starting Tier. Personal phone usage is also required, and a stipend is included in the salary.

Job Types: Full-time, Permanent

Pay: $16.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to Commute:

• Hahira, GA 31632 (Required)

Work Location: In person