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Optimal Networks, Inc. · 1 week ago

IT Support Center Specialist - Tier 1

Rockville, MD

Full-time

Hybrid

Entry Level

$25/hr - $28/hr

2+ years exp

Optimal Networks, Inc. is a values-based consulting organization that provides technology guidance and support to small and mid-sized law firms, associations, and businesses. They are seeking an IT Support Center Specialist to deliver remote support services, troubleshoot various issues, and ensure client satisfaction through effective communication and problem-solving.

Cloud ComputingConsultingIT Management

Responsibilities

Handling customer technical support cases through phone and email submission

Establish, maintain, and increase client satisfaction through professional, courteous, and caring service

Provide superb technical support for:

End-user devices: desktops, laptops, mobile devices, printers, scanners etc

Desktop Operating Systems – Windows and MAC OS

Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)

User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta etc.)

Cloud based (SaaS) system – Microsoft 365, Windows365 etc

Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems

Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording

Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket

Provide case status updates to management and end-users according to service level guidelines

Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer

Provide / offer guidance and help users solve common IT problems

Create and maintain relevant processes, procedures, and knowledge article documentation

Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications

Performs miscellaneous job-related duties as assigned

Qualification

Customer service practicesTroubleshooting skillsMicrosoft Windows OSMicrosoft 365Remote support toolsMicrosoft AzureNetworking conceptsCompTIA A+Interpersonal skillsCommunication skillsAttention to detailProblem solving

Required

Strong knowledge of customer service practices and procedures

Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications

Developed troubleshooting and diagnostic skills

Demonstrated ability to function in a non-scripted helpdesk environment

Demonstrated experience providing remote support via remote tools

Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations

High school diploma or GED

CompTIA A+

2+ years of Service/Help Desk experience providing IT Support

Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools

Comfortable working a shift that falls between 10:00 AM and 9:00 PM to help provide late-day coverage in our 24/7/365 operation

Ability to Commute: Rockville, MD 20850 (Required)