On-Site IT Support Specialist

Job Description

About ROBO: ROBO is a fast-growing IT service provider. We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you-re looking for a chance to grow and thrive on technical challenges to solve, we-re your dream come true.

ROBO Culture: ROBO is founded on its 5 core values: Endless Learning, Caring is Our Superpower, Own the Problem, Follow Up & Follow Through, and Adapt and Overcome. ROBOs live out the core values every day and are fanatical about providing the best customer service. At ROBO we are passionate about our employees, helping them develop their skill and knowledge to reach beyond their potential.

Position Summary: The primary contribution of the Helpdesk Technician at ROBO is to solve technical issues for customers in an efficient manner. The Helpdesk Technician must be a constant learner who is driven to research and solve problems. They must be an effective communicator who can quickly connect with customers and set them at ease. This role requires the Technician to be organized and resourceful and ask for help when needed. To be successful in this role, the Helpdesk Technician must take ownership of each ticket assigned to them and ensure that the customer is fully satisfied with the final outcome and service.

Benefits:

Medical, Dental and Vision Insurance

401k with company match

Paid time off and holidays

Parental leave

Professional Development Assistance

Mileage reimbursement

Responsibilities

Be available to travel on-site to various clients while working from ROBO headquarters

Deliver, install and configure, laptops, routers, monitors, firewalls, etc. at client sites

Implementation and support for Microsoft related technologies: Windows Server, SQL, Office 365, Windows, VPN, Remote Desktop

Troubleshoot and assess client issues with urgency, and deliver appropriate mitigation plan

IT Support involving core business application and operating systems, as well as virtual environments

Work with customers on software and hardware recommendations

Coordinate with Helpdesk Team to support clients

Connect with ROBO 3rd parties to help troubleshoot issues

Monitor calendar, email and schedule with real-time updates

Responsible for entering all work as service tickets and time as it occurs with accuracy

Maintain documentation and the resolution procedures for future reference

Communicate with clients on ticket status

Communicate with management keeping them informed of incident progress

IT environment documentation and recommendations

Creation of new users and equipment acquisition

Qualifications

2+ years of experience with MSP and on-site work setting

Certifications in IT is highly preferred (A+ Certified, Network Plus, etc.)

Ability to work independently and on multiple priorities and/or projects simultaneously

Problem-solver with an urgency to meet deadlines

Task-driven and results-focused

Experience with Microsoft Office required

Active Directory experience required

Colo and/or Cloud experience preferred

Know ins-and-outs of a Windows PC (Hardware and Operating System)

Intermediate knowledge of Windows Server

Intermediate proficiency in managing Microsoft Server operating systems and networks

Intermediate knowledge in management network devices including: switches, firewalls, and wireless access points