IT Support Specialist
1 month ago
We are seeking a highly skilled IT Service Technician I to join our team at VC3. As a key member of our technical support team, you will be responsible for providing top-notch technical assistance to our clients, ensuring their IT systems are running smoothly and efficiently.
Key Responsibilities- Provide technical support to clients via phone, email, and webchat
- Triage inbound service requests and determine the appropriate course of action to resolve issues
- Use an ITIL-founded triage model to identify and categorize inbound requests and incidents
- Fulfill client requests for installs, moves, adds, and changes (IMAC)
- Work with and troubleshoot issues with Active Directory, Exchange, and O365
- Assist users with password resets and account unlocks
- Complete user account creations, workstation user profile setup, and terminations
- Run and pull workstation reports from our remote management tool
- Investigate spam/phishing emails, secure compromised email accounts, and malware scan/removal
- Troubleshoot applications, VPN/remote access, and printer issues
- Configure/troubleshoot printers, including scan to folder, scan to email, and driver issues
- Change folder structure and NTFS/share permissions
- Troubleshoot offline file sync issues, DNS issues, and network drive mapping
- Missing/deleted email recovery, basic server troubleshooting, and reboots
- Backing up and wiping old unused workstations
- Troubleshoot workstation performance issues, repair corrupted system files, and update Windows/Drivers/Applications
- Best effort cell phone support, adjusting phone systems, and call forwarding
- Troubleshoot personal/home network and device issues, and hardware issues
- Mobile Device Management, run diagnostic programs, and server/network device management
- Follow-up with clients to ensure issue resolution and escalate out-of-scope issues
- At least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment
- Demonstrable understanding of Windows 7, 8, 10, 11, Microsoft Office Suite (2010 & Newer), Microsoft/Office 365, and Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022
Minimal travel is expected, however some is possible. VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.
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