IT Support Specialist

The IT Helpdesk Associate is a key position responsible for delivering prompt and effective support to clients, resolving technical issues and addressing their needs efficiently.

• Effective Communication: Respond to clients' queries, identify probable causes of the issue, and provide solutions while keeping them informed about available options and internal progress.
• IT Infrastructure Support: Troubleshoot various custom applications used by clients for operations and tasks such as data recovery, centralization, and backup. Enhance IT operations by resolving complex issues.
• Troubleshooting and Resolution: Evaluate client requests, research resources efficiently, and recommend effective technical solutions. Resolve both basic and complex IT malfunctions, implementing appropriate solutions to address and rectify issues effectively.
• Incident Prioritization: Quickly prioritize tasks based on their impact on business operations, taking urgent action to minimize downtime during high-severity incidents like server failures or widespread outages.
• Documentation and Coordination: Document LAN activities, including backups, maintenance, server upgrades, and patching. Coordinate tasks and focus on troubleshooting and resolving tickets to ensure smooth network operations.
• Network Infrastructure Support: Understand and troubleshoot client network infrastructure tickets, including internet troubleshooting, VPN solutions, firewall systems, and office WiFi connectivity to ensure secure and optimized network performance.
• Cloud Platform Support: Have a basic understanding of software-based network connectivity on cloud platforms like Azure and AWS, collaborating on NOC tickets.
• COTS Product Support: Work with commercial off-the-shelf products such as SentinelOne, Threat Locker, N-able, and DUO, ensuring their effective utilization and troubleshooting when needed.
• Operating System Support: Troubleshoot Server and Client OS issues like disk and storage tickets, backup issues, OS performance issues, app crashes, and not-responding errors, no boot issues, BSOD issues, and related causes like driver issues, hardware failures, or software conflicts.
• Application Crash Analysis: Identify crashed applications, gather error details, and recent user actions. Utilize event logs and task manager for diagnostics, attempting restarts or updates to build a root cause analysis; escalate tickets through prescribed channels if issues persist or require advanced support.
• M365 and Fortinet VPN Support: Troubleshoot M365 environments and Forticlient EMS/MFA, ensuring optimal performance and resolving issues efficiently.

Requirements and Skills

• Experience in helpdesk tickets, including troubleshooting Server Infrastructure tickets, Windows OS, and LoB apps issues.
• Technical proficiency in multiple areas, including security, networking, server administration, and hardware.
• Strong customer-facing skills with effective communication of technical concepts to non-technical users, timely updating them about deadlines and course of actions.
• Proficiency in Microsoft Office 365 and Intune management preferred.
• Understanding of Active Directory Group Policy Objects (GPOs), desktop support, and troubleshooting.
• Security-conscious mindset with a focus on ensuring data and network security.
• Continuous Learning: Maintain a willingness to learn attitude, staying up-to-date with the latest IT skills and technologies to provide top-notch support.

Education and Experience Requirements

• At least 2-3 years of relevant experience in a related field, preferably in a Managed Services Provider (MSP) environment, professional services, and/or industry.
• Microsoft certification (e.g., Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Modern Desktop Administrator Associate) preferred.
• A relevant Fortinet NSE certification preferred.