IT Support Specialist

Culture Video: https://youtu.be/5ND5qUovDBw

JOB DESCRIPTION

Job Title: IT System Administrator

Department: Service

Reports to: Service Manager

GENERAL SUMMARY:

The System Administrator is responsible for the full support life cycle as it pertains to the current partner base of the company. This position builds a strong relationship with Clients to assist them in maintaining the best products and services by developing a thorough understanding of their business and technology needs.

Essential Duties and Responsibilities:

• Work with Clients to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands
• Receive requests for service and products details from customers and provide timely responses
• Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account
• Maintain in-depth product knowledge of the service offerings of the company
• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft.
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, etc.
• Engineer and implement system solutions for customers using technologies that meet their needs
• Work with our Project & Security Teams to develop solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services
• System documentation and consulting services to include system reviews and recommendations
• Communication with Clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Attend meetings and ensure opportunities are compliant with company policy
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Develop in-depth knowledge of the services and how it relates to partner needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as activities or service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5 to 10 years’ experience (Certifications are a plus)
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Fortinet, Cisco CCNA, or VMware VCP

Job Type: Full-time

Salary: $55,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Employee stock ownership plan

Experience level:

• 4 years

Schedule:

• 8 hour shift

Experience:

• IT support: 4 years (Required)

Work Location: In person

• High school diploma or equivalent is required; an associate's degree in a related field is a plus.
• No prior experience is required, but relevant internships or coursework in IT support is preferred.
• Basic understanding of computer hardware, software, and networking principles.
• Strong problem-solving skills and a passion for technology.
• Excellent communication skills and the ability to work well in a team environment.
• Willingness to learn and adapt to new technologies and systems.