IT Support Specialist

NexTech Professional Services•Manchester, CT

22d

About The Position

The IT Support Specialist is the first point of contact and customer-facing representative for Huntington Technology. The role provides remote and onsite technical support to end users at small and medium-sized businesses, building relationships while addressing issues involving computers, printers, phones, servers, and network connectivity. The specialist logs and tracks trouble tickets from initial identification through resolution and supports the installation, configuration, and troubleshooting of operating systems, software, and line-of-business applications. The position emphasizes responsive, reliable customer service, ownership of issues through resolution, clear communication, and thorough documentation. The specialist supports primarily Windows-based computers and is expected to learn the company’s support systems and continue developing technical skills.

Requirements

Excellent customer service and communication skills for working with clients, team members, and vendors.
Practical problem-solving and strong troubleshooting skills.
Strong working knowledge of Windows 10/11 and earlier Windows operating systems.
Understanding of Windows Professional machines in an Active Directory environment.
Working knowledge of Microsoft Office 365 and previous versions, as well as common desktop software such as Adobe Reader, QuickBooks, web browsers, and Java.
Ability to learn and troubleshoot industry line-of-business applications.
Working knowledge of network fundamentals and TCP/IP.
Understanding of desktop hardware and software, VPN clients, antivirus, email systems, computer security, and data transfers or migrations.
Ability to prioritize, solve problems, and manage multiple tasks in a fast-paced environment.
Ability to communicate ideas and technical issues clearly, verbally and in writing, and follow through to proper resolution.
Ability to work independently and as part of a team.
At least 2 years of computer support experience is preferred.
An associate degree or higher in a technology field, equivalent experience, or currently pursuing a degree is preferred.

Nice To Haves

Computer-related degree or certifications such as MCITP: Desktop, A+, N+, or CompTIA.
Managed Service Provider (MSP) experience.
Knowledge of Professional Services Automation tools such as Autotask, remote management and monitoring tools such as Datto Remote Management, and documentation platforms such as ITGlue.

Responsibilities

Provide remote and onsite technical support to end users at client locations.
Resolve client technical issues while delivering a high level of customer service and maintaining customer loyalty.
Take ownership of support issues and follow them through to resolution.
Answer phones and emails, evaluate client requests, and respond promptly.
Troubleshoot and remediate hardware and software systems, and make improvements to prevent future problems.
Install, deploy, configure, and troubleshoot primarily Windows-based computers and software applications.
Create detailed, clear documentation of work performed and maintain accurate time records.
Advocate for clients and help address their needs.
Work independently and as part of the team, setting priorities and handling multiple tasks in a fast-paced environment.
Attend work reliably and on time when scheduled.