IT Support Specialist

Job description: Tower Technology Solutions is currently seeking candidates for the position of: IT Support Specialist General Summary We are looking for an IT Support Specialist with 2-4 years' experience in direct IT and desktop support. This role is an in-office role and will serve as the first point of contact and involve both remote and on-site assistance. This role will directly interact with clients and our internal team, making interpersonal skills very important. The ideal candidate is technically sound, self-motivated and loves helping people while solving problems. Essential Duties and Responsibilities

• IT support relating to hardware/software technical issues involving core and ancillary systems and business applications, as well as physical and virtual environments.
• Support user account management, including password resets, MFA, and Azure Active Directory access issues
• Support services for all customer technologies. This will include system requirements, compatibility, specifications, processes and working parameters.
• Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
• Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, security and VPNs
• Communication with customers as required: keeping them informed of incidental progress, notifying them of impending changes or agreed outages
• Interpersonal skills: phone and in-person communication skills, active listening and customer-care
• Research and development where required
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment
• Responsible for documenting work detail and time and as they occur Additional Duties and Responsibilities
• Prior MSP or multi-site experience is strongly preferred
• Soft skills - Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service or project issues that cannot be completed within agreed service levels
• Develop in-depth knowledge of applicable services and how they relate to customers' needs
• Understand and follow internal processes and procedures as defined
• Professional IT Certifications preferred but not required
• Preferred Skills
• Experience with ticketing systems
• Professional IT Certifications preferred but not required If you have these skills and would like to join an organization that puts employees and customers first, we would love to hear from you!

The total compensation package for this position will be based on the skills, experience and qualifications of the selected candidate.

Job Type:

Full-time Salary:

$60,000.00 - $65,000.00 per year

Benefits:

• 401(k), Dental insurance, Health insurance, Paid time off and Vision insurance.

Job Type:

Full-time Work Location:

In person at our office in Southfield, MI and field service. Local travel is required. Mileage for travel is reimbursed.

Pay:

$60,000.00 - $65,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person