IT Support Specialist - Tier 1

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based on employee feedback gathered through a third-party survey administrered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization including alignment, execution, and connection, just to name a few.   

Major Goals & Responsibilities:

As a Support Specialist Tier 1, you will work in an end-user help desk environment that focuses on creating and maintaining happy customers. The team will work directly with its customers to provide comprehensive remote support for their technology needs. Candidates should know Windows-based technology. This includes the ability to intuitively troubleshoot a wide array of hardware and software within a Windows environment as well as mobile applications, IP phone management and basic networking and windows server issues. 

At Prosource we believe that winning is providing an unmatched customer experience. We provide this top tier of service by recruiting and hiring the most talented customer-oriented people with technical skills in the industry. You must have an outgoing enthusiastic attitude and commitment to delivering the best possible user experience every time.

Ideal candidate should have a customer first attitude and 3 years’ experience working with IT service management, troubleshooting and support, MSP or similar network admin experience is a plus. Candidates should possess one or more of the following certificates, CompTIA A+, CompTIA Network+, CompTIA Security+, equivalent Microsoft desktop or cloud hosting certification. Additional experience with any of the following industry technologies, PSA, RMM, BCDR, MDR and, MSSP. 

 Essential Activities:

This position will include but is not limited to the following duties.

Maintain client satisfaction through professional and courteous service:

• Survey results should average 4.8 out of 5 or above

Troubleshoot and resolve client system issues in a 30 minute time frame:

• Email filtering
• Viral infections
• Remote access
• MFA configuration and troubleshooting
• Phone system management and troubleshooting
• MDM management
• Desktop software and hardware troubleshooting
• Desktop peripherals troubleshooting
• End user network issues
• Printer management and troubleshooting

Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications

Contribute to our passion and direction by helping improve technical practices:

• Documenting troubleshooting
• Documenting licensing on client software
• Maintaining up-to-date credentials

People Managed:

• None

Primary People Contacts:

• Customers
• Teammates
• Manager

Behaviors, Traits, Attitudes & Skills: 

Required:

• 3 years' professional work experience
• Ability to work independently and within a team environment
• Critical thinking and problem-solving skills
• Understanding of TCP/IP and Windows networks
• Windows Active Directory end-user management
• Experience with Microsoft Windows Desktop operating systems
• Experience with Microsoft Office
• Exceptional customer service, interpersonal, and communication skills
• Ability to work Monday - Friday, 8AM to 5PM with a rotating on-call schedule
• The ability to be punctual. Someone who believes that early is on time, on time is late, and late is unacceptable
• The ability to cheerfully take ownership of any problem
• The ability to design and execute a plan
• The desire to have a professional and polished image
• Ability to follow through to completion on commitments and responsibilities
• Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction

Preferred:

• Previous MSP experience
• Microsoft Certified Desktop Support Technician
• Experience configuring, maintaining, and troubleshooting firewalls
• Experience with Office365 hosted systems, Exchange, Teams, SharePoint
• CompTIA A+ or Network + certification(s)
• Experience with Cisco Meraki, Datto BCDR, Autotask, Continuum RMM, or Webroot AV

Physical Requirements:

• Able to sit, stoop, and/or stand for long periods of time
• Ability to lift 70 lbs.

Compensation:

• Salary based on experience
• Salary base with bonus plan based on individual and company performance