Help Desk Technical Support Specialist

Responsibilities

• Answer client inquiries via phone, email, or remote channels and deliver timely support.
• Provide prompt remote assistance to managed service clients using remote control software.
• Execute field support on a scheduled or as-needed basis; ensure vehicle is roadworthy and insured; mileage reimbursement provided.
• Conduct scheduled maintenance and monitoring tasks, including backups, Windows updates, antivirus updates, mailbox checks, and resource assessments, alongside user issues as assigned.
• Take ownership of issues to completion to ensure client satisfaction.
• Troubleshoot and resolve problems with third-party applications and network connectivity.
• Participate in on-call rotations; some projects may require weekend or evening work.
• Document and update client network and application details in myCRE’s documentation system.
• Communicate effectively and collaborate within a team environment.
• Track daily billable work in the ticketing system.

Requirements

• High School diploma or GED is required; higher education is a plus.
• Minimum 2 years of technical support experience; MSP experience is preferred.
• Ability to lift up to 50 lbs with assistance and carry 25-30 lbs on occasion.

Technologies

• Remote control software
• Windows Desktop Environment
• Windows Server Administration
• Active Directory
• Client VPN installation and support
• Desktop AV and anti-malware administration and resolution
• Microsoft Office and Microsoft O365 Support
• On-Premises Exchange
• Backup & Recovery Procedures
• VMware, ProxMox, Hyper-V
• SSL Certificates
• DNS troubleshooting
• Apple products
• Mobile Device Support
• Service Desk ticketing systems
• myCRE’s documentation system

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• 401k with matching

Preferred Skills

• 2 or more years supporting Windows Desktop Environment
• Experience with Windows Server Administration
• Working knowledge of Active Directory
• Client VPN installation and support
• Desktop AV and anti-malware administration and resolution
• Experience with Microsoft Office and Microsoft O365 Support
• Experience with On-Premises Exchange helpful
• Experience with Backup & Recovery Procedures
• Experience with VMware, ProxMox or Hyper-V preferred
• Basic understanding of network troubleshooting techniques
• Familiarity with SSL Certificates, DNS troubleshooting
• Familiarity with Apple products helpful but not required
• Mobile Device Support helpful
• Previous experience with Service Desk ticketing systems a plus but not required

Job Type

• Full-time

Pay

• USD 50,000 - 70,000 per year. Salary will be commensurate with experience.

References

• References will be requested.