Technical Support Specialist I
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About The Position
Guide Star is seeking a Technical Support Specialist I to join our team. This role is crucial in ensuring that our customers' networks, systems, and operations run smoothly and efficiently. The Technical Support Specialist will proactively monitor, troubleshoot, and support customer networks, endpoints, and various systems to meet or exceed business objectives. The position requires responding promptly and accurately to alerts and requests through various communication channels, including calls, chats, and emails, ensuring quick problem resolution while keeping customers informed throughout the process. The specialist will utilize a range of cloud-based tools for support and documentation of their work, contributing to the overall success of our IT managed services. In this role, the Technical Support Specialist will achieve and maintain technical familiarity with all Guide Star customer Statements of Work (SOWs), networks, and technical infrastructure. Responsibilities include monitoring and troubleshooting internal and customer networks, servers, applications, endpoints, and virtual infrastructure. The specialist will also monitor a ticketing application for assigned tickets, triage and process them based on priority and Service Level Agreements (SLA), and create and manage vendor support cases on behalf of customers. Additionally, the role involves installing, upgrading, testing, or configuring workstations, peripheral equipment, and software to meet customer needs, as well as maintaining inventory and monitoring the health of managed equipment and software using remote management software. The Technical Support Specialist will assist with onboarding new customers and employees, maintain departmental knowledge resources, and provide weekly or monthly reporting on trends and activities as requested. Documentation and proactive maintenance of customer networks are also key responsibilities, along with ensuring the confidentiality of company and customer information. This position is essential for maintaining the high standards of service that Guide Star is known for, and it offers an opportunity to work in a dynamic and supportive team environment.
