IT Specialist

Job Summary:

Softrim is a leading technology services provider with Managed IT and Low Voltage offerings.  We have offices in Alpharetta GA, Raleigh NC, and Estero FL, with clients across the country.  

We are looking for an IT Specialist to maintain a full-time on-site presence to support a major MSP client in Minneapolis.  The candidate would assist both on-site and remote corporate users and provide remote help desk support for the client’s satellite offices.  The candidate should have working experience with Microsoft technologies and systems, networking, troubleshooting skills, and exceptional customer service and communication skills.

Responsibilities:

• Provide Tier 1-2 technical support to both on-site users and remote users via phone, web-based tools, and email
• Act as a liaison between users and remote Tier 2-3 team members and assist remote team members with service delivery, projects, and requests

• Assist with and solve technical issues relating to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and other technologies
• Develop and maintain technical expertise on desktop technologies, peripherals, networking, and cloud-based solutions.
• Support and implement Wi-Fi access points and Ubiquiti, other network infrastructure, WAN, LAN, and Firewalls (e.g., SonicWall)

• Evaluate, recommend, and execute new technologies to ensure optimal desktop infrastructure and network performance
• Perform preventive and proactive maintenance and support as needed

• Document all work performed in the ticketing system (ConnectWise)
• Accurately record all-time and notes for work performed following company standards
• Maximize billable status for work performed

• Other duties as assigned

Requirements:

• Associate degree or equivalent experience
• Working knowledge of IT and hands-on experience with networking, desktop technologies, and troubleshooting
  

Desired Skills:

• CompTIA A+, Network+, Security+, ITIL certification
• Working knowledge of ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation

• Ability to handle client interactions professionally and respectfully
• Strong customer service and client management skills
• Strong written, verbal, and interpersonal skills