SupportCenter Specialist - Tier 1

Optimal Networks•Rockville, MD

1d•Hybrid

About The Position

As an Optimal SupportCenter Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments. This position has the following 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.

Requirements

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.

Nice To Haves

Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services.
Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)
HDI – Support Center Analyst (HDI-SCA)
ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
CompTIA Network+, CompTIA Security+
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Modern Desktop Administrator Associate
Managed Service Provider (MSP) Experience in a Service Desk Role

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.