It Support Specialist

Responsibilities Serve as the first point of contact for customers seeking technical assistance. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Follow-up and update customer status and information. Work with vendor(s) to provide resolution to issues related to third party services. Pass on any feedback or suggestions by customers to the appropriate internal team. Meet ticket service level agreements (SLA) as defined by management. Accountable for time-tracking daily activities and recording in Connect. Qualifications Network experience: SonicWall firewalls and Ubiquiti APs a plus. Experience with Remote software to connect to client's devices: Connectwise a plus. Screening Criteria Bachelor's degree in information technology, computer science, or an equivalent combination of education and related work experience. Minimum of one (1) to two (2) years of hands-on experience providing technical support in an IT environment. Must have a stable employment history #J-18808-Ljbffr