Support Specialist (2365)
Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. They are seeking a highly motivated and customer-focused IT Support Specialist to ensure the smooth operation of IT systems, provide technical support, and deliver high-quality service to clients.
Responsibilities
- Provide technically accurate and user-friendly solutions to basic end-user requests, ensuring efficient and effective resolution
- Manage and support Active Directory (AD) tasks, including user management, permissions, and group policies
- Troubleshoot and resolve printer-related issues, ensuring minimal disruption to user productivity
- Address and resolve email-related issues, ensuring seamless communication for end users
- Offer application support, assisting users with software-related challenges and ensuring proper functionality
- Handle new user creation processes, ensuring timely account setup and proper configuration
- Manage user offboarding requests, including account deactivation and data transfer as needed
- Build and set up workstations and laptops, ensuring that devices are configured according to company standards
- Diagnose and troubleshoot technical issues across various platforms, providing effective solutions to restore functionality
- Meet or exceed daily utilization goals, maintaining high productivity levels
- Ensure high user satisfaction by delivering prompt, professional, and effective support
- Stay informed about the latest technology trends, tools, and best practices to continuously improve service delivery
- Occasionally travel onsite to perform tasks that cannot be completed remotely, ensuring that all client needs are met
- Performs other duties as assigned to support the overall objectives of the department and organization
Skills
- Minimum 1 year of experience in a technical support role, providing hands-on support for end-users and troubleshooting a variety of IT issues
- A positive attitude, with the ability to remain calm and professional under pressure, ensuring a pleasant experience for users even in challenging situations
- Exceptional problem-solving skills, with the ability to quickly diagnose issues and develop effective solutions to resolve technical challenges efficiently
- A strong passion for continuous learning, with a voracious appetite for acquiring new knowledge and staying up-to-date with the latest technologies and industry trends
- Ability to thrive in a fast-paced, high-pressure environment, managing multiple priorities while maintaining a high standard of service and meeting deadlines
- Strong written and verbal communication skills, with the ability to clearly explain technical issues to non-technical users and document issues accurately in ticketing systems
- Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) is a plus, with the ability to efficiently manage and track support requests in a fast-paced setting
- Relevant certifications such as CompTIA A+, Microsoft 365, Network+, or CCNA are highly desirable, demonstrating technical expertise and commitment to professional development
- Team-oriented mindset, with a collaborative approach to problem-solving and a willingness to support colleagues and contribute to team success
- Attention to detail, ensuring that issues are accurately identified and resolved, and that all documentation is thorough and up to date
- Physical ability to stand, walk or sit for extended periods
- Must be comfortable with periodically lifting 25 pounds
Benefits
- Competitive Salary and Incentive Plan
- Generous Employer Contribution to Health Benefits Package
- 401(k) Matching
- 4 Weeks Paid Time Off per year, plus additional days for community service
- Ongoing Training and Professional Development Opportunities
- Free Snacks and Beverages!
Company Overview