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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. Responsibilities and Duties Responsibilities bull Provide first level contact and convey resolutions to customer issues bull Properly escalate unresolved queries to the next level of support bull Track, route and redirect problems to correct resources bull Update customer documentation and produce activity reports bull Walk customers through problem solving process bull Follow up with customers, provide feedback and see problems through to resolution bull Utilize excellent customer service skills and exceed customers expectations bull Ensure proper recording, documentation and closure bull Recommended procedure modifications or improvements bull Preserve and grow your knowledge of help desk procedures, products and services Qualifications and Skills Experience bull 2-3 years practical, real world Personal Computer hardware and software experience, including experience with Microsoft Operating Systems and Microsoft Office applications bull BS degree in Information Technology, Computer Science or equivalent experience bull Familiar with Computer Networking bull Familiar with business Telephone systems bull Experience managing and maintaining a Help desk trackingticketing tool bull Working knowledge of help desk software, databases and remote control Skills bull Proficiency in English bull Strong communication, customer service and organizational skills bull Strong problem resolution and decision making skills bull Advanced troubleshooting and multi-tasking skills bull Knowledge of Windows XP710 and Microsoft Office, Internet technologies and technical infrastructures. bull A good listener with a proven ability to build relationships with all levels of staff bull Strong time management skills, attention to detail and outstanding follow-up skills. bull The ability to work well under pressure with tight deadlines. bull Must be proficient with Windows OS, Mac OS, various internet browsers (IE, Chrome, Safari, Edge, FireFox) and mobile devices (Apple and Android). bull Must have proficiency using MS Office applications (Word, Excel, etc.) and previous experience supporting these applications. bull Understanding of Office 365 products (Exchange Online, Sharepoint, MS Teams) bull Understanding of Active Directory and MS Exchange bull Understanding of permissions in an MS environment bull Must be able to administer mail flow rules, distribution lists and mailbox permissions in Exchange bull Must have excellent communication skills to be able to troubleshoot effectively over the telephone while being courteous, patient and professional. bull Must be able to multi-task (responding to emails, voicemail and backlog, not just phone calls). bull Must have the ability to research and take on projects as assigned. bull Must be dependable and prompt and not leave help desk unattended or under-attended. Benefits bull Medical, Dental, Vision 401k PTO bull Job Type Full-time bull Potential for Advancement