Technical Support Specialist (Onsite in Fort Wayne, IN)

Resultant•Fort Wayne, IN

11d•Onsite

About The Position

Resultant is seeking a Technical Support Specialist to support clients and help address their technical needs. The role provides customer support, prepares and maintains computer hardware, keeps customer documentation accurate, and delivers operational and project commitments. The specialist monitors assigned alerts, performs customer maintenance, and coordinates with the customer team and live helpdesk. The position is onsite in Fort Wayne, Indiana, and includes participation in an on-call rotation and after-hours support as necessary.

Requirements

At least 1–3 years of experience as a Desktop Support Specialist or in a similar role.
Excellent written and oral communication and customer service skills.
Ability to explain technical challenges and solutions to people regardless of their technical background.
Ability to work with servers, including Active Directory, file permissions, domains, backups, and antivirus.
Ability to work with networks, including firewalls, switches, wireless, voice, DHCP, TCP/IP, DNS, and VPN.
Ability to perform computer support tasks, including computer replacement, reviewing IPCONFIG details, joining computers to a domain, printer installations, and antivirus support.
Ability to provide user support, including user profile migrations, Outlook setup, and mobile device email setup.
Ability to support Office 365, SharePoint, and QuickBooks.

Responsibilities

Provide excellent support to clients and seek to exceed their expectations.
Escalate customer support requirements as appropriate, communicate relevant information such as criticality and timeliness, and confirm acceptance of escalated issues.
Prepare desktops, laptops, and miscellaneous hardware for customers.
Keep customer documentation up-to-date and accurate.
Deliver assigned operational and project commitments to customers, using the customer team as appropriate and as agreed with the Customer Team Lead.
Perform customer maintenance activities on behalf of the customer team.
Monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately.
Collaborate with colleagues to meet client needs.
Organize, prioritize, plan, and deliver work and commitments in a timely manner.
Participate in an on-call rotation and provide after-hours support as necessary.