IT Support Specialist

A professional who provides technical support and assistance to customers, whether on the phone or in person. Ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with. Oversee and maintain computer hardware and software systems. Assist in resolving technical issues concerning customer's accounts, company software infrastructure, or providing access to resources. Support computer software integration by diagnosing and troubleshooting common problems.

The Technical Support Specialist works collaboratively to deliver first and second level related services to Safe Harbor clients. With a focus on Microsoft technologies, this role will be responsible for support and administration of our client’s day to day operations. Candidates must demonstrate knowledge and experience in a variety of disciplines including; Active Directory, Messaging, Folders, permissions, windows operating systems.

Key Responsibilities:

Act as initial point of contact for computer and system related concerns from clients.
Performing remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Identify and suggest possible improvements on procedures or guidelines.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Assist management in creating training materials pertaining to computer troubleshooting and usage.
Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
Maintain a working log detailed all required system updates, as well as the date of completion.
Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.
Resolve technical issues related to network interruptions.
Install and configure computer systems and applications within the company.
Qualifications:

Industry-specific certification in relevant computer software is an asset.
1-3 years of experience in a heavily customer focused position, involving technical knowledge of a client’s products and services.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Comfortable working in and assisting others through company help desk software, such as NinjaOne.
Accept constructive criticism and customer feedback regarding their experience with software or IT services.
Extensive experience working with different operating systems including Windows and Mac OS.
Ability to prioritize and manage several milestones and projects efficiently.
Professional written and interpersonal skills are essential when communicating with customers and clients.
Experience installing and configuring computer systems and applications.
Tech savvy with working knowledge of office automation products, databases and remote control.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Proficiency in English.
Excellent communication skills.
Customer-oriented and a professional approach to career development.
Industry certification is an asset.
Skills and Knowledge:

Strong multi-tasking capabilities.
Strong working knowledge of end user technology, including core Microsoft software (IIS, File Services, Print Services, .NET Framework, etc.).
Experience with Active Directory management and administration.
Experience debugging, troubleshooting, and fixing Microsoft OS or peripheral issues.