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IT Support Specialist
2 months ago
We are seeking a highly skilled and motivated IT Support Specialist to join our team at TLD - IT & AV Solutions Provider. As a key member of our technical support team, you will be responsible for providing exceptional support to our clients, ensuring their technology needs are met with efficiency and expertise.
Key Responsibilities- First-Level Support: Handle and resolve first-level service requests for all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
- Hardware Maintenance: Provide hardware maintenance support on laptops, desktops, and printers, including ordering replacement parts and replacing them using warranty processes.
- Issue Escalation: Research and escalate issues to the proper resources within the TLD Technical Support team.
- Documentation: Document all support issues, resolutions, and time in the company-approved ticketing systems.
- Client Communication: Communicate with clients in a professional and timely manner, keeping them informed of incident progress and notifying them of impending changes as per the TLD process.
- Documentation and Reporting: Produce and provide simple documentation for Statements of Work (SOW) and communicate clearly within all company staff and clients on the progress of a project as required.
- Vendor Training: Participate in vendor training as required.
- Education and Experience: Completion of a CompTia A+ certification is a requirement. Other CompTia certification is an asset. Completion of a Computer Science Degree or Information Technology Certificates such as CompTia or MCSA is also required. Mac OS knowledge is preferred.
- Technical Skills: 1+ years of personal computer experience, including hardware support, such as motherboard, keyboard, memory, etc. replacements. Printer maintenance, such as replacing parts on printers and resolving issues. A strong understanding of operating systems, business applications, printing systems, and network systems.
- ITIL Process and Procedures: Understanding of ITIL process and procedures.
- Computing Infrastructure and Application Deployment: Understanding of areas of computing infrastructure and application deployment, including but not limited to: networking and telecom, operating systems, active directory, integration technologies, storage and server technologies, and security concepts.
- Comprehensive Benefits Program: Comprehensive medical, dental, prescription drug, and vision coverage for you and your family.
- Employee Discount Program: Employee discount program.
- Ongoing In-House Training & Education Courses: Ongoing in-house training and education courses.
- Employee Family Assistance Program: Employee family assistance program.
- Employee Recognition Program: Employee recognition program.
TLD is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We will provide accommodations during the recruitment process upon request.
