Technical Support Specialist

Key Responsibilities

• Provide technical support for PCs, Windows operating systems, and Apple mobile devices.
• Diagnose and resolve hardware, software, and fundamental network issues remotely.
• Document and manage support requests through the FreshService ITSM/ticketing platform.
• Maintain clear and effective communication with users to facilitate prompt and efficient resolutions.
• Provide level one triage for VDI users
• Escalate complex incidents to senior technicians as required.
• Adhere to company policies concerning security and confidentiality.
• Address printing concerns, both local and network based.
• Utilize Zoho Assist for secure remote access and support of user computers.
• Troubleshoot audio and video issues encountered during video conferencing sessions.
• Administer new user onboarding processes by appropriately adding accounts to relevant systems, including Active Directory, Microsoft 365, MoversSuite, Vonage, Dynamics 365, and HubSpot.
• Oversee user deactivation procedures by removing accounts from these platforms as necessary.
• Provide ongoing support for Microsoft 365 and on-premises Active Directory environments.
• Create and manage distribution groups within Office 365.
• Add and remove user accounts in Vonage.
• Resolve issues related to the Vonage application.
• Manage user accounts within the Mainframe system, including additions and removals.
• Troubleshoot Barracuda VPN installation and connection challenges
• Perform password resets in the Mainframe system.
• Monitor system health and performance using Data Dog.
• Release emails and manage permitted senders through Mimecast.
• Address and resolve OneDrive-related issues.
• Deliver support and training for Microsoft applications.

Required Qualifications

• Demonstrates exceptional organizational, time-management, and follow-up abilities
• Maintains confidentiality and addresses sensitive requests with the utmost professionalism
• Exhibits outstanding proficiency in both written and verbal communication
• Possesses strong interpersonal skills, supporting employees at all organizational levels
• Operates independently and excels in dynamic, remote work environments
• Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices
• Understands basic networking concepts and is adept at troubleshooting issues
• Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive
• Familiar with Azure Virtual Desktop Infrastructure (VDI) environment
• Capable of creating and managing distribution groups within Office 365
• Familiar with on-premises Active Directory, particularly user and group management
• Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks
• Previously supported executive-level personnel