Technical Support Specialist
Active Directory
Cloud Platforms
Customer Support
Desktop Support
End User Support
Help Desk Support
Information Technology (IT)
Issue Tracking
IT Operations
IT Services
Jira
macOS
Microsoft 365
Office 365
Operating System
Operating Systems
Phone Support
Remote Support
Technical Support
Windows
Windows Server
Job Description
This role delivers frontline user and client support across a large, multi-site environment, leveraging Jira and phone-based help desk to handle hardware and software setup, installation, troubleshooting, maintenance, and related network or systems tasks.
Responsibilities
- Provide technical assistance to onsite and remote staff and customers via Jira tickets and phone, including email, Teams chat, and remote access
- Meet service level agreements to resolve tickets promptly and follow up with clients
- Coordinate and escalate unresolved issues to higher support tiers as needed
- Diagnose and resolve Windows 11 issues, with occasional macOS troubleshooting
- Troubleshoot mobile devices including Apple and Android smartphones and tablets
- Identify and fix software and hardware problems
- Assist with servicing, upgrading, and deploying computer systems and peripherals
- Create and maintain knowledge base articles, procedures, and resolution steps
- Perform network cabling tasks such as punch down and crimping
- Carry out miscellaneous duties as assigned
- Occasional weekend work and after-hours shifts required
Requirements
- 1+ years of IT or technical support experience
- Strong written, typing, and verbal communication skills
- Proficiency with Microsoft Office applications (Teams, Outlook, Excel, Word, etc.)
- Basic networking knowledge (DNS, DHCP, IP configuration, VLAN, wireless)
- Ability to work independently and collaborate within a team
Technologies
- Jira
- Confluence
- Teams
- Outlook
- Excel
- Word
- Office 365
- Microsoft 365
- Windows 11
- macOS
- Windows Server 2025
- Active Directory
- Microsoft Azure
- Group Policy
- WSUS
- VMware
- Hyper-V
- Citrix
- Linux
Benefits
- 401(k)
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
SHIFT
- Full Time weekdays and weekend shifts
LOCATION
- Tonawanda, NY (hybrid)
- Relocation is not provided
- Potential remote hours available after initial on-premises training period
JOB TYPE
- Full-time
PAY
- $19.00 - $25.00 per hour
ABILITY TO COMMUTE
- Tonawanda, NY 14150 (Required)
ABILITY TO RELOCATE
- Tonawanda, NY 14150: Relocate before starting work (Preferred)
WORK LOCATION
- In person
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