IT Support Specialist

Profile

Description
IT Support Specialist
Job Summary
Growing. progressive IT Services Firm is seeking an IT Support Specialist to provide technical support to our clients in an efficient, accurate manner. You will be the firm front line to our clients solving technical problems and providing support within a diverse set of technologies . Excellent opportunity for growth in a collaborative and supportive environment.
**Please note that O365 administration experience and knowledge is crucial for this position**
Responsibilities and Duties
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer documentation and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customer's expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Qualifications and Skills
Office 365 Administration experience is required, applicants without this skill set should not apply
Some Mac OS experience required
2-3 years practical, real world Personal Computer hardware and software experience, including experience with Microsoft Operating Systems and Microsoft Office applications
BS degree in Information Technology, Computer Science or equivalent experience
Familiar with Computer Networking
Familiar with business Telephone systems
Experience managing and maintaining a Help desk tracking/ticketing tool
Working knowledge of help desk software, databases and remote control
Skills
Office 365 Administration
Proficiency in English
Strong communication, customer service and organizational skills
Strong problem resolution and decision making skills
Advanced troubleshooting and multi-tasking skills
Knowledge of Windows XP/7/10 and Microsoft Office, Internet technologies and technical infrastructures.
A good listener with a proven ability to build relationships with all levels of staff
Strong time management skills, attention to detail and outstanding follow-up skills.
The ability to work well under pressure with tight deadlines.
Must be proficient with Windows OS, Mac OS, various internet browsers (IE, Chrome, Safari, Edge, FireFox) and mobile devices (Apple and Android).
Must have proficiency using MS Office applications (Word, Excel, etc.) and previous experience supporting these applications.
Understanding of Office 365 products (Exchange Online, Sharepoint, MS Teams)
Understanding of Active Directory and MS Exchange
Understanding of permissions in an MS environment
Must be able to administer mail flow rules, distribution lists and mailbox permissions in Exchange
Must have excellent communication skills to be able to troubleshoot effectively over the telephone while being courteous, patient and professional.
Must be able to multi-task (responding to emails, voicemail and backlog, not just phone calls).
Must have the ability to research and take on projects as assigned.
Must be dependable and prompt and not leave help desk unattended or under-attended.
Benefits:
Medical, Dental, Vision; 401k
Job Type: Full-time
Potential for Advancement

Company info

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