IT Support Specialist II

IntegraMSP • dallas, tx, us • 4m ago

As an IT Support Specialist II at IntegraMSP, you will be required to have good customer interfacing skills. You will be expected to help with escalations from Tier I support team members. Travel is required to and from client sites within the Dallas-Fort Worth area when needed. We also offer training assistance for candidates wanting to obtain industry certifications.

A successful candidate will have a great, fun personality and excellent customer service skills as well as good analytic and troubleshooting skills. They also want to be part of a team and be a team player. They will have a love for processes and documentation. This is a great opportunity to work with a dynamic team and smart products where you will get challenged with new problems to solve every day.

To be successful, candidates need to be able to learn new technologies quickly.

Responsibilities:

Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
Be an escalation point to our T1 staff and also work with our Client Account Manager for sales and project management.
Provisioning and system setup for new hires.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Use remote tools and diagnostic utilities to aid in resolving support requests.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Installing and configuring hardware and software components throughout various network infrastructure devices.
Install antivirus software and ensure virus definitions are up to date.
On-Prem and Cloud Server design, setup and administration.
Network and network infrastructure design, setup and administration.
Perform preventative maintenance, including checking and updating/cleaning of workstations, printers, and peripherals.
Establishing good relationships with all departments and colleagues.
Ensuring company safety and security standards are met.

Troubleshooting and Resolution

Take assigned tasks from support calls, direct client contact, management, etc, and complete in a timely manner
Troubleshoot and resolve hardware, software, and connectivity problems including user access and component configuration
Install, configure, and upgrade desktop hardware and peripherals to include network cards, printers, modems, (If you got this far, mention that you saw the word modem and you will get extra kudos) mice, etc

Research and Documentation

Ability to learn new software/hardware configurations and be able to be ‘expert’ in the field for clients’ needs
Ability to document and train internal and external clients on learned software/hardware
Record and maintain hardware/software inventories, site and/or server licensing, user access, and security

Confidentiality and Accountability

Maintain confidentiality regarding the information being processed, stored, or accessed by clients’ networks
Will be responsible for ‘keys to the kingdom’ for clients’ passwords, etc

Requirements

3+ years of experience in network and server administration management. Preferably MSP
Bachelor's degree is ideal, but not necessarily required – deep knowledge and experience often makes up for a degree.
Experience with server and Cloud Virtual systems including Microsoft Server, M365, Azure, and Mac OS.

Nice to haves