Technology Support Specialist

Eskaton Careers•Carmichael, CA

41d•$29 - $40

About The Position

The Technology Support Specialist is tasked with resolving support tickets by conducting thorough technical troubleshooting, managing requests, and providing user training and guidance. Coordinates with other departments and vendors to resolve potential or current issues. Customer service is critical to ensure staff can use technology to perform their duties. Additional responsibilities include IT projects, hardware and software maintenance, and documentation. The starting salary for this position ranges from $29.00 to $40.00/hour. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered.

Requirements

Requires two years of college with emphasis in computer technology or a combination of college education and equivalent work experience.
Appropriate certification levels for the technology in use at Eskaton. Certification such as A+, Network+, and especially Microsoft 365.
Four or more years of experience, with two years required with Microsoft 365.
Experience working with a team to resolve support tickets is required.
A working knowledge of modern information technology systems including Microsoft 365.
Requires knowledge of installing and maintaining software, computer equipment, and business applications.
Must understand IT procedures, including cybersecurity, backup and recovery, file management, documentation, troubleshooting steps, basic networking, and customer support.
The final candidate must successfully pass Eskaton's post offer, pre-employment testing which includes a criminal background check, drug test, TB screen test and health screen.
All new hires are required to sign an arbitration agreement as a condition of employment.

Responsibilities

Delivers exceptional customer service through effective communication, patience, empathy, strong time management, and efficient problem-solving skills.
Handles support requests via a ticketing system, received by phone, email, web, or walk-in.
Provides users with troubleshooting assistance via phone, video call, email, or in person, including introductory training on Eskaton software tools and practices.
Has knowledge of Microsoft 365, including Entra, Intune, Exchange Online, Defender, SharePoint, OneDrive, and Teams.
Develops and manages internal IT documentation
Responsible for maintaining computer hardware, including coordinating with vendors, troubleshooting issues, and replacing parts as necessary.
Implements software and hardware using Intune and imaging processes.
Configures and removes user accounts and software access required for staff to carry out their responsibilities.
Diagnoses and resolves network and Wi-Fi connectivity issues to maintain reliable connections.
Provides support to IT system administrators and IT project managers by undertaking various tasks and projects.
Escalates and communicates unresolved or prolonged issues.