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Support Specialist

Company: MCM Technology Solutions
Location: Louisville
Posted on: January 16, 2022

Job Description:

Summary of Responsibilities:The Support Specialist is an entry level role responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include support for workstations, servers, printers, networks, and vendor specific hardware and software.Essential Functions:

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.IT Support relating to technical issues involving Microsoft's core business applications and operating systems.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Delivery Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
  • Escalate service requests that require System Analyst or Engineer level support.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Enter all work as service tickets in ConnectWise.Education, Experience, and Skills:
    • AS/BS preferred in technology or CompTIA A+, N+
    • 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 services for which support is being provided.
    • Understanding of support tools, techniques, and how technology is used to provide 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.Expectations:
      • Respect and earn the respect of fellow team members.
      • Take ownership of identified processes and responsibilities.
      • Keep open communications with manager, team and leadership.
      • Perform work with confidence and pride, follow through to completion.
      • Dependable.
      • Make informed decisions - discuss with manager when needed.
      • Grow and learn from past mistakes.
      • Work in a safe, clean and employee friendly atmosphere.
      • Work personal/professional development plan.
      • Must have flexibility with work schedule.
        Working Conditions: - - - - - - -Minimal hazards. - - - - - - -General office working conditions. - - - - - - -Occasional heavy lifting. - - - - - - -Periodic evening and/or weekend work.
        We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws.
        EOE

Keywords: MCM Technology Solutions, Louisville , Support Specialist, Other , Louisville, Kentucky

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