Technical Specialist

This role is currently in office but will be remote soon. Required to be local to be able to visit client sites. The technician is responsible for answering calls and e-mail messages directed to the Help Desk and providing remote and in-person support, training and assistance as directed. The work is performed under the general supervision of the CEO/COO, with technical assistance provided by the Junior Technology Specialist, TS1, TS2 or TS3 technical staff.DUTIES:Interact directly with the users to carry out the activities of the Help Desk and specific issues.• Applies knowledge of hardware and software troubleshooting, research and repairs problems that are identified.• Ability to work with a team to implement process improvements and new technologies.• Assists in developing Help Desk reports and other documentation as requested by CEO/COO.• Answers Help Desk calls or respond to service tickets, assisting users over the phone and on-site as required.• Install, troubleshoot and provide detailed analysis on required next steps for new and/or existing laptop/PC or MAC hardware (component, BIOS, etc).• Install, troubleshoot and provide detailed analysis on required next steps for new and/or existing IP phones and other mobile devices.• Install, troubleshoot and provide detailed analysis on required next steps for new and/or existing application software (Windows OS, MS Office, etc), user account management (Active Directory - create, modify, disable, delete, etc), user Exchange email box and Outlook profile creation and management, and installation/support of other third-party software.• TS1 will own the service ticket process by managing and keeping up with all tickets submitted, following up and resolving tickets in a timely manner. There is also the requirement to perform after-hours on-call support for urgent cases as needed.• Assist Help Desk staff in IT implementation projects - including: PC deployment, server implementation, network upgrades, and other IT initiative.• Improve client service, perception, and satisfaction.• Will be responsible for talking to client on a bi-weekly basis to improve client service, perception, and satisfaction.• Must be able to monitor and respond to RMM tool 24/7• Must be able to participate in rotating 24/7 on-call support• Serve as first line technical support for all technology for 5K Clients• Provide on-site installation, support and troubleshooting for 5K Clients• Provide file restoration and backup services for 5K Clients• Perform minor maintenance and repair to 5K Client IT equipment• Support staff development and training on new technology• Install/remove programs to support instruction and proper operation of 5K Client computers• Assist with other technology problems and equipment operations when needed• Assist with configuration and setup of printers, projection devices, and monitors to work effectively for 5K Clients• Assist with maintaining technology inventory for 5K Clients.• Responsible for running, terminating, testing and troubleshooting new cabling in new or existing buildings.• Create network Guest accounts• Build deployment tasks for software images• Create and manage computer images• Assist in developing, testing and implementation of backup and disaster recovery systems.recblid 8pwan3t5e0c1fztrcvsmbq8jzhxiah