Technical Support Specialist

At DUAL North America, our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.
The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.

DUAL North America, Inc. is seeking a

Technical Support Specialist

Reports to: IT Manager

Travel: 0-10%

Work Environment: On-site, San Diego

Salary Range: $65,000.00-$90,000.00

About the role:
DUAL North America, Inc. is seeking a Technical Support Specialist to join the team. The Technical Support Specialist provides the initial response to support tickets logged in the corporate ticketing system. This individual is responsible for a timely and professional response to the end user, including follow-ups, from ticket inception through ticket resolution.

Essential Functions:

• Support end user IT support requests, including hardware and software troubleshooting, in a Windows 10/11 and Windows Server 2016+ environment
• Provide outstanding professional and customer-friendly technical and customer support
• Ensure timely resolution of tickets, including recording, tracking, and provide follow-up as needed
• Review all IT support tickets, track progress, and update relevant information through resolution
• Assist with new PC set-ups
• Assist with conference room set-ups ahead of meetings
• Assist with software and hardware updates/upgrades
• Troubleshoot printers and copiers
• Assist with cloud VoIP phone administration
• Manage user accounts and third party applications
• Maintain and update IT documentation including inventory/asset tracking and knowledgebase systems
• Be punctual, responsible, and responsive
• Be a motivated self-starter requiring little to no supervision

Job Requirements (education, experience, skills):

• 3+ years’ experience in a Windows environment
• College degree, IT certification, or equivalent work experience preferred
• Exceptional analytical and time-management skills
• Ability to handle multiple tasks in a fast-paced environment with attention to detail
• Be punctual, responsible, responsive, and professional

What we offer:
A career that you define. Yes, we offer all the usual rewards and benefits - including medical, dental, vision, a wide variety of wellbeing offers, competitive salary, unlimited PTO, 401k with company match, paid volunteer days and more.

We provide an environment where new ideas are encouraged and celebrated, where people who want to have a real hand in our success thrive. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

EEO Statement:
We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect. DUAL North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. DUAL will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.