IT Support Specialist
About The Position
MobilityWorks®, serves the disabled community with wheelchair accessible minivans, full-size vans with lifts, as well as commercial fleet vehicles. Thousands of individuals and business clients each year benefit from the products and services we provide. Our mission is to provide wheelchair users with the mobility, independence, and personal freedom they desire. Reach out to see how you can join the team leading this effort! Position Summary: The IT Support Specialist will provide Level-1 support within the IT support system through accurate troubleshooting and recording for hardware and software issues. Competently and professionally fielding Level-1 support for day-to-day technical inquiries from staff members. These may be related to: Laptops/PCs Mobile phones or tablets Copiers/printers Network equipment or connections Telephone handsets Cloud services or line of business software Other related devices, accounts, and services. Perform remote troubleshooting through established diagnostic techniques and by asking pertinent questions. Handling or assisting with other technical duties: Account provisioning and deprovisioning. Provide supporting role for IT projects. Assist with maintaining technical documentation. Assist with maintaining and development of company knowledge base. Escalation of unresolvable issues to Level 2 support specialists according to protocol. Work within helpdesk system to thoroughly, professionally and expediently report and document all activities. Availability after standard business hours on an "on call" basis may be required in some instances.
Requirements
- 2-3 years of customer service experience.
- Basic technical aptitude and critical thinking skills.
- Strong organizational, communication and interpersonal skills.
- Ability to strictly follow instructions and direction.
- 1+ year of technical experience in helpdesk or technical customer support.
- Associates Degree or higher, in a relevant field.
- Technical education – classes, certifications, etc.
- Demonstrated ability to investigate and identify hardware, network, or software issues and take steps to resolve with limited supervision.
- Experience working in ticketing systems to record issues, customer correspondence, and methods used to resolve the situation to the customer’s satisfaction.
Responsibilities
- Provide Level-1 support within the IT support system through accurate troubleshooting and recording for hardware and software issues.
- Competently and professionally fielding Level-1 support for day-to-day technical inquiries from staff members.
- Perform remote troubleshooting through established diagnostic techniques and by asking pertinent questions.
- Account provisioning and deprovisioning.
- Provide supporting role for IT projects.
- Assist with maintaining technical documentation.
- Assist with maintaining and development of company knowledge base.
- Escalation of unresolvable issues to Level 2 support specialists according to protocol.
- Work within helpdesk system to thoroughly, professionally and expediently report and document all activities.
- Availability after standard business hours on an "on call" basis may be required in some instances.
Benefits
- Competitive Salary + Commission Structure
- Medical, Dental & Vision Insurance options.
- Flexible Spending Account options.
- 7 paid holidays, Personal Time Off, Social Responsibility Time.
- Employer Paid Benefits such as: Tuition Reimbursement Program, Employee Assistance Program, Life and Disability insurance.
- Employee Wellness Program.
- 401(k) Retirement Plan options with generous company match.
- Future advancement opportunities.
- An incredibly rewarding experience in a team centered environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1-10 employees
