Information Technology Specialist
HybridSioux City, Iowa, United States
Job Summary
Provide first-level technical support to customers via telephone, tickets, and messaging, focusing on restoring IT services efficiently. Diagnose, triage, and escalate incidents regarding network connectivity, desktop infrastructure, operating systems, and hardware peripherals. Troubleshoot and repair software and hardware issues on Windows environments while deploying system images and managing mobile devices. Handle system upgrades, maintenance, and ensure accurate reporting of billable time for payroll and customer billing. Maintain documented processes and procedures to support first-call resolution and professional service delivery.
Required Qualifications
- 2+ years end-user support experience in a technology related field, providing Hardware, Software, and Desktop support
- Expert knowledge in Microsoft Windows Operating Systems
- Expert knowledge in Microsoft Office suite
- Expert knowledge in desktop deployment technologies
- Expert knowledge in hardware and software components of Windows based computers
- Expert knowledge in smartphones
- Expert knowledge in tablets
- Associates or Bachelor degree
- In a technology related field
Desired Qualifications
- Basic knowledge of Networking and Windows Server Administration fundamentals and concepts
- Experience working with PSA and RMM tools such as ConnectWise Manage and ConnectWise Automate
- Strong collaboration skills and the ability to work closely with team members on projects, problem-solving and day-to-day operations
- Operate independently and with self-motivation with the ability to balance multiple projects and priorities, while still meeting deadlines
- Excellent customer service abilities and strong written and verbal communication skills
- Passion and strong understanding of the industry and our business' mission
- Office 365
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