Technical Support Specialist

Valpak•Saint Petersburg, FL

63d•Onsite

About The Position

Onsite role providing first and second level hardware / software support and system administration of various business platforms. Responsible for configuration and deployment of Mac and Windows equipment, troubleshooting hardware and software issues, and addressing cybersecurity alerts. Under minimal supervision and responsible for after-hours on-call support.

Requirements

Minimum 3 years hands-on technology support, advanced knowledge of Windows OS, Mac OS, Microsoft Cloud Management tools, iOS and Android mobile platforms, and support utilities required.
A.A. degree, ITIL Foundations preferred.
Strong critical thinking, multitasking, and problem-solving skills
Excellent verbal and written communication skills with a focus on active listening
Self-motivated and results-driven with strong leadership qualities
Ability to learn and retain information to become subject matter expert on supported systems
Ability to convey enthusiasm and a positive attitude in all interactions

Responsibilities

Provide first and second level support for software, hardware, network, and telecommunication issues across multiple domains; to include the resolution of complex problems in our product mix with advanced troubleshooting skills to determine proper routing, and customer follow up on expectations and resolutions.
Multitasks special projects, documentation, rollouts, while managing regular support duties.
Perform server restarts and other system administration as needed.
Provide in-depth diagnoses of various operating system, device, service, printing, network, and client software issues (e.g. Microsoft applications, etc.).
Maintain vast knowledge and thorough understanding of all products and services, including in-depth knowledge of Microsoft Cloud Management tools (Entra, Intune, etc).
Efficiently prioritize incoming incidents, following prescribed business processes including systems and tool utilization to provide technically accurate solutions to the user community with minimal user interruption.
Work independently to effectively prioritize and resolve highly technical issues using remote support technologies and independent research. Use analytical and problem-solving skills to research wide range of hardware and software issues in a fast-paced environment.
Configure and deploy Windows and Mac computers according to company standards for new hires and replacements.
Collaborate with infrastructure team on various projects and initiatives.
Maintain complete and accurate detailed documentation history on all support calls and issues through a call tracking system. Provide regular metrics reporting to IT leadership.
Monitor various cybersecurity platforms to respond to and remediate potential security threats.
Work with hardware vendors on warranty repairs and replacements.
Act as back-up for Technical Support Lead in supporting VMC.
Responsible for mandatory, rotating on-call support.
Perform related work and additional duties as needed or required.