Service Desk Specialist (Weekend Shift)

Job Description

Salary:

Job Summary:

Softrim is a leading technology services provider with Managed IT and Low Voltage offerings. We have offices in Alpharetta GA, Raleigh NC, and Estero FL. We are looking for a Service Desk Specialist to support the company’s MSP clients nationwide. The candidate should have experience with troubleshooting networks, desktops, and servers, and also possess exceptional customer service and communication skills. The candidate's regular work schedule will be: Thursday through Friday, 12PM EST to 9PM EST, and Saturday through Sunday, 5:30PM EST to 6AM EST. This is a hybrid position in which the candidate will work in-office Thursday and Friday and remote Saturday and Sunday.

Responsibilities:

Provide Tier 1 technical support to customers remotely via phone and the ticketing system (ConnectWise)

Provide customers with technical expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions

Maintain and utilize a superior knowledge of computing, networking, software, and information security best practices

Troubleshoot technical issues such as Windows, macOS, Citrix Xen App, Microsoft Office, M365, OneDrive, Teams, telephony, fax, mobile devices, malware/virus, network printing, scan to email/folder, network/wireless, access points, etc.

Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues, including wireless and ISP vendors

Administer Microsoft Active Directory, Email/O365 user accounts, computers, telephony user provisioning, voicemail password reset

Install or upgrade the operating system, software, peripherals

Continuous learning and support of all technologies used in Softrim’s typical client locations including VoIP, Electronic Access Control, Surveillance, Nurse Call, and Audio Video systems

Work directly with Senior Service Desk and IT Specialists for advanced incidents requiring escalation

Maintain an open line of communication regarding events, outstanding issues, and customer follow-up

Cooperate with project teams to prepare and stage hardware (laptops, desktops, switches, firewalls, access points, etc.) for field deployment

Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP

Maintain technical documentation and notify management of any information that requires an update, including assisting with identifying gaps in documentation and collecting missing information

Accurately record all-time and notes for work performed following company standards

Other duties as assigned

Requirements:

At least 1 year of working experience in an IT supporting role

General knowledge of computer hardware, enterprise applications (MS Windows, Office, Adobe), networking, and troubleshooting

Knowledge of enterprise software products such as MS Office 365 applications

Excellent customer service, communication, and interpersonal skills

Exceptional analytical and problem-solving skills

Collaboration, communication, and interpersonal skills

Excellent organizational and time management skills

Ability to adapt and respond to changing work situations and environments

Desired Skills:

CompTIA A+, Network+ HDI, ITIL certification is a plus

Employment Terms:

Full-time, Non-exempt, Hourly. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours for this weekend shift are Thursday through Friday, 12PM EST to 9PM EST, and Saturday through Sunday, 5:30PM EST to 6AM EST. This is a hybrid position in which the candidate will work in-office Thursday and Friday and remote Saturday and Sunday. Limited after-hours work may be required.