Mid-Level IT Support Specialist

Job Summary: The Mid-Level IT Support Specialist will provide front-line Service Desk support and perform day-to-day technical support activities. This role works closely with the rest of the team to deliver high-quality customer care in every interaction by applying strong customer service, problem-solving, troubleshooting, call-handling, incident management, communication, and standard operating procedure skills. The primary work location is the office, with occasional travel required to client sites across the state. Flexible remote options may be available when needed. Essential Functions: \~ Intermediate level of experience with Active Directory, Windows Server and Workstation operating systems \~ Understanding of TCP/IP and basic commands to resolve network connectivity issues for end users \~ Experience with DHCP (reserving IP addresses and creating static IPs) \~ Intermediate level experience with Microsoft Azure (IaaS) and client deployments \~ Microsoft Office365 \~ Familiarity with Google Apps/Gmail & Microsoft Outloo. \~ Utilize remote tools to support remote user (PSA and RMM) \~ Windows Deployment - Imaging \~ Experience with Windows Server (2012, 2016, 2019) setup and troubleshooting End user application support including: Password reset \~ General support questions \~ Application usage \~ Deliver support to end users about how to use various types of software programs efficiently and effectively in fulfilling business objectives \~ Solid troubleshooting skills \~ Proficiency with mainstream commercial off-the-shelf (COTS) products such as Microsoft Office 365, Adobe Acrobat, and others \~ Image, encrypt and deploy workstations (desktops & laptops) for end user \~ Install and troubleshoot network printers, local printers, scanners and other peripherals \~ Manage file servers; create shared drives, set user permissions \~ Experience configuring mobile devices and tablets i.e. iPhone, iPad & Android. Property of Domitek Inc. All Rights Reserved \~ Support and troubleshoot networking, wireless, hardware, software, and mobile devices and technologies \~ Provide quick, responsive, high quality and consistent technical support and customer service \~ Consider broad-based issues and offer alternative solutions to users. Troubleshoot, diagnose and remediate incidents to quickly restore normal service operations \~ Manage requests/incidents using a centralized service management system \~ Read, write, interpret and/or verbally communicate to solicit or explain complex or technical information \~ Maintain effective customer communications, relations and a high level of customer satisfaction \~ Keep customers productive and perform at the highest possible level possible \~ Other projects and responsibilities may be added to the manager?s discretion Desired Skills and Experience Preferred Skills: \~ Managed Services experience \~ Server management \~ Apple Mac OS (phone, tablets, etc.) \~ Windows 10 and latest desktop OS \~ Windows Server Standard 2016, and latest Server OS \~ Azure and MS365 Experience with the following a plus: \~ 3-5 years of proven experience in the IT/MSP industry, with a strong track record of successful project implementations and desktop support \~ Experience working for an MSP, utilizing a PSA and RMM Tools (Autotask & Datto RMM preferred) \~ Excellent verbal and written communication and interpersonal skills, with a customer-centric approach to problem-solving \~ Experience with Windows Server 2016/20125. Active Directory, GPO, IIS, DNS, DHCP, DFS/R, Microsoft Certificate Authority Education: \~ High school diploma or A.S in CIS \~ COMPTIA A+ required \~ Bachelor\'s Degree preferred \~ COMPTIA Network+ preferred \~ MCSA or new MS certification