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Experienced IT Help Desk Support Specialist

Company: Eastridge Technology
Location: Kernersville
Posted on: January 15, 2022

Job Description:

What You'll Do

At Solace IT Solutions our Help Desk Specialist's focus on the ongoing and continuous operation of our client's infrastructure entrusted to Solace IT Solutions' Managed Services Team. The Managed Services Team is comprised of well-rounded, highly trained, and certified engineers and specialists with expertise in infrastructure, cloud (Office 365 and Azure), and business continuity technologies including Microsoft Server and Workstation OS', virtualization (Microsoft Hypervisor), networking, security, storage, and data recovery.

As a member of this team, you will act as the "first point of contact" and responds to our customers with a drive to Exceed Expectations. As a team member of Solace IT Solutions, you must provide quality phone support to end-users experiencing hardware, software, or email-related issues with outstanding customer service and in a timely manner. As a help desk technician, you will be expected to perform research, respond, and resolve complex questions in accordance with our service level agreements.

Job Duties

Serves as the initial point of contact for customers and their end-users seeking technical assistance and escalate as necessary

Ability to triage and remedy issue on a First Call Resolution.

Support and assist end-users in an accurate, timely and professional manner Administer end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows based local area network (LAN)

Recognize, identify, and prioritize incidents in accordance with SLA's

Troubleshoots and provides remote technical support on customer networks, systems, and applications to identify and correct malfunctions and other operational difficulties Work through the problem-solving process with customers (when applicable)

Ask educated questions and listen to customers to determine the root cause of the issue(s) to provide the best solution

Create, update, and maintain support tickets for all customer interactions throughout the lifecycle of the ticket

Follow-up and update support ticket statuses and need-to-know- information within the ticket to ensure the end-user has the most current information regarding their ticket

Report significant and recurring issues to the assigned escalation point and manager

Maintain and contribute to help desk processes and procedures documentation

Notify customers of company-wide issues, outages, and remediation status

Configure and setup desktops, laptops, printers, and monitors for end-users

Perform responsibilities with regards to the information being processed, stored, or accessed by the end-users on the network

Assist with projects as necessary

Knowledge Or Experience That Is a Plus

Office 365 Administration and everything within such as Exchange Administration, Microsoft teams, and SharePoint


Autotask PSA

Datto RMM




Microsoft MFA


1-3 years serving as a member within a help desk environment (preferably for a managed service provider)

Strong technical knowledge of PCs, laptops, printers, and peripheral hardware devices

Maintain a professional image and demonstrates an understanding of and follows all Solace IT Solutions' Policies and Procedures

Work under minimal supervision and be a self-starter

Effective management of tasks and follow-through on issues impacting task completion, including the appropriate escalation of unresolved issues and persistence to ensure resolution and customer satisfaction

Exceptional organization and meticulous time management skills

Customer Service and Communications Skills are a must

Ability to work as a member of a TEAM

Ability to work a weekly oncall rotation

Office 365 and Exchange Management (creating new mailboxes, shared mailboxes, password resets, license changes)

TCP/IP, routing, and sub-netting

LAN and WAN networking



Windows 10 and Windows Server 2012, 2016, and 2019 OS platforms

Mac OS

Active Directory user administration

Microsoft AD Connect

Microsoft Office and Microsoft Office 365 Administration

Networking Technologies including but not limited to:

Concepts of routing and switch

Wireless configuration concepts

DHCP Administration from network devices

Knowledge of traffic flow concepts from end users to the public internet

Paid vacation

Keywords: Eastridge Technology, Winston-Salem , Experienced IT Help Desk Support Specialist, Other , Kernersville, North Carolina

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