First point of contact for all inbound calls in the Support Call phone queue, outside of normal business hours. Screen all calls, assign priority, address issues and requests, or route as required
Conduct outbound calls to customers, clients, vendors, etc. as required
Take inbound calls from customers, clients, vendors, etc. as required
Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client temperature
Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues
Determine priority of support requests based on customer urgency and impact of the reported incident.
Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information
Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc…
Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc.
Record, track, and follow documentation during an incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation
Perform application upgrades and updates scheduled outside of business hours (Quickbooks, Sage 50, etc…)
Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues
Review all cases coming into the ticket queue during shifts
Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position
Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session
Set up and configure virtual desktops utilizing VMware Horizon and associated applications
Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – when needed
Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for complex issues
Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.)
Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks
Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up
Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.

Requirements

Preferred: Associate’s degree in information technology or a related field
Mandatory: High School diploma or equivalent
Minimum of 3 years in a support role within a Managed Services Provider
Current (preferred) or past experience working 3rd shift (8pm-5am)
Experience supporting/deploying virtual desktop instances, printers, mobile phone devices
Troubleshooting network connectivity issues
Event monitoring and response (especially NinjaOne RMM)
3+ years of supporting private/public cloud environments: VMWare Horizon, Citrix, TS/RDS, or other VDI solutions - VCTA/VCP certifications are a plus
3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, HTTP, and distributed networks - CCNA is a plus
Experience with Veeam backups (or equivalent) and experience in Office 365, GPOs, VOIP, MDM, and Cisco/Sophos/SonicWall network hardware
Intermediate knowledge of VMware and Hyper-V environments
Good knowledge of Windows Server
Strong knowledge of Windows AD, DHCP, and DNS
Some database experience, including knowledge of SQL
Demonstrate excellent communication and organizational skills, maintaining strong focus to complete tasks and achieve goals while working overnight
Interest in Cloud Engineering and its impact on greater business practices
Skilled at working in tandem with a team of engineers, or alone as required

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingnetwork connectivityvirtual desktop deploymentIT service managementActive DirectoryMicrosoft 365VMware HorizonSQLWindows Serverevent monitoring

Soft Skills

communicationorganizational skillsrapport-buildingpatienceself-actualizationfocusteamworkproblem-solvingcustomer serviceadaptability

Certifications

VCTAVCPCCNA