IT Support Specialist

Greystone Technology

9d • $60,000 - $65,000 • Remote

About The Position

Greystone Technology, a New Charter Company, is seeking a Technical Engineer 1 (in other companies this person could hold the title of IT Support Specialist, Help Desk Technician, Desktop Support Technician) to provide responsive front-line technical support and resolve day-to-day technology issues for our Managed Services clients. This is a remote position open to candidates located within the United States. We don’t just solve technical issues. We focus on understanding the real problem first. That means asking questions, listening, and taking a thoughtful, consultative approach instead of jumping straight to solutions. If you think differently, solve problems creatively, and enjoy working with people, you’ll find success in here.

Requirements

• Ability to diagnose, troubleshoot, and resolve fundamental technical issues (e.g. password resets, break/fix, software installation and configuration, and printer issues)
• Ability to troubleshoot and support Microsoft platforms (e.g. M365, Active Directory, all current flavors of Windows)
• Fundamental understanding of basic networking principles, what they mean, and how they interact (e.g. TCPIP, DNS, DHCP, LAN/WAN)
• Ability to diagnose, troubleshoot, and resolve fundamental network issues (e.g. internet connectivity, firewalls, DNS, and VPN issues)
• Proficient in installing, diagnosing, and upkeep of peripheral devices (e.g. scanners, printers, and monitors issues)
• 1 – 3 years’ experience in an IT help desk or desktop support environment
• An empathetic approach to solving client problems
• A positive, courteous demeanor
• A passion for solving problems
• Receptive to candid feedback
• Curiosity about technology and motivation to learn independently

Nice To Haves

• Understanding of standard IT Security practices (e.g. virus remediation, firewalls, and phishing issues)
• Understanding backup and disaster recovery concepts
• Fundamental knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus
• Experience working with a Managed Service Provider or equivalent experience is a plus
• Experience working in a ticketing management system is a plus
• Professional confidence
• An aptitude towards service
• Ability to learn from experience
• Ability to multitask or switch tasks based on context, urgency and priority

Responsibilities

• Support various clients by following the documented protocol for processing tickets, including answering calls, limiting time spent on tickets, and routing appropriately and within SLA
• Resolve 50% or more support tickets worked and route misplaced Back Office tickets to the appropriate resources
• Manage tickets and documentation consistent with processes in the Service Delivery Handbook
• Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills; return voicemails, as appropriate
• Research technical issues with internal documentation system and other informational areas to resolve issues within time constraints
• Translate complex technical issues into common language for clients
• Maintain a calm and confident demeanor, even during times of stress (high ticket/call volumes)
• Manage aspects of centralized tools including deployment, reporting and remediation
• Identify operational issues as appropriate and collaborate to create tactical and strategic solutions
• Collaborate with other teams to ensure an effortless experience for our clients

Benefits

• Competitive wages
• Health, Dental, Vision, Life, Disability Insurance
• HSA & 401(k) employer contributions
• Maternal and paternal leave
• Very generous paid time off program that is unique to the IT industry
• Sustainable work-life balance and flexibility
• Yearly work anniversary rewards
• Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed