IT Support Specialist - Hybrid

Marco Technologies•Middleton, WI

2d•$23 - $36•Hybrid

About The Position

The Hybrid Support Specialist is a dual-role position focused on delivering high-quality services and support to clients while ensuring client satisfaction. This role is approximately 50% remote and 50% on-site at client locations. Responsibilities include remote troubleshooting and system administration, on-site support for client onboarding, basic service repairs, and proactive maintenance.

Requirements

Bachelor’s degree and two years of relevant experience or equivalent combination of education and experience.
IT and/or telecom work experience or industry experience preferred.
MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, Network+ or Security+
Valid Driver’s License, proof of personal insurance and clean driving record
Excellent writing skills required: experience capturing, documenting, and illustrating complex functional and technical requirements.
Basic understanding of network applications, protocols, and IT infrastructure.
Excellent client relationship management skills with the ability to communicate effectively with stakeholders at all levels.
Strong IT infrastructure, hardware, software, and networking knowledge.
Strong problem-solving skills with a focus on delivering high-quality service solutions.
Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
Excellent communication skills in working with and relating to people at all levels of an organization.
Well organized and self-directed while being a team player.
Treat people respectfully, work with integrity and ethics, and uphold organizational values.

Nice To Haves

Current industry certifications such as Microsoft MTA, CompTIA Network+, and/or A+ are preferred.

Responsibilities

Install, configure, and maintain new and existing workstations and related hardware/software based on client needs.
Provide technical support to end-users both onsite and remotely, including troubleshooting hardware, software, and network issues. Escalate issues that exceed established skill levels.
Support multiple clients in a fast-paced environment, assisting with end-user requests, third-party business applications, and resolving issues efficiently via remote tools and/or onsite visits.
Conduct scheduled onsite visits (monthly or quarterly) to perform proactive maintenance tasks, update client documentation, review system performance, and complete checklist items.
Perform new client onboarding, including network scans, inspection and documentation of infrastructure, equipment labeling, and uploading relevant visuals and data to IT Glue.
Create and maintain network diagrams using Microsoft Visio; store updated diagrams and supporting documentation in IT Glue.
Monitor and support client backup and archival systems to ensure data integrity and availability.
Identify recurring issues or inefficiencies in client environments and provide proactive recommendations to enhance performance, reliability, and process improvement.
Follow administrative procedures to maintain accurate and up-to-date client documentation, including ticket notes, pick tickets, time entries, and timesheets.
Manage onsite parts, tools, and cable inventory to support client environments.
Effectively communicate with technical and non-technical users to ensure understanding and customer satisfaction.
Collaborate in a service-oriented team, participating in department and company meetings.
Stay current with evolving technology, equipment, and industry best practices.
Demonstrate the ability to work in a call center environment, efficiently balancing multiple client needs and service tickets.
Provide on-call support, advice, and technical support to after-hours staff and clients regarding operational/application issues.