Technical Support Specialist

Diversified Communications is seeking a Technical Support Specialist to join our growing company! This role is responsible for providing technical and administrative support for desktop and laptop computers, both Windows and Apple devices, mobile devices and specific software using a variety of application software and networking hardware. Maintain adequate knowledge of existing software and hardware to maximize efficiency of systems and users' utilization of them. Provide documentation for current systems and evaluate new systems for increased productivity and efficiency. Provide backup coverage for the infrastructure team when needed (training for this will be provided).

Key Responsibilities will include:

Helpdesk Support• Provide Tier 1 end-user support of existing computing technologies including;• set-up and configuration of new Windows and Mac workstations;• troubleshoot existing Windows and Mac workstations;• troubleshooting software applications and hardware;• deployment and configuration of mobile computing devices;• software and hardware deployments, upgrades, and fixes.• Install new software applications or hardware, coordinating assistance from third parties when necessary.• Add and maintain users on the network; assigning application access, ensuring security, and maintaining their configurations are within standards.• Develop general and detailed documentation describing system specifications and operating instructions. Keep technical documentation and instructional guides relevant.• Assist in maintaining various other business systems as needed.• Respond to requests for technical assistance in person, via phone, electronically and log all help desk interactions.• Identify and escalate situations requiring urgent attention (including escalation/communication between teams)• Perform any necessary analysis, interfacing with developers, and following required guidelines to ensure critical business systems remain stable.• Perform end user orientation and hardware/software training as needed.

Desktop Support (Hardware)• Provide assistance with application access.• Grant and modify user permissions for accessing company resources.• Image, customize, and deploy Windows and OSX based laptops for onsite and remote employees.• Maintain inventory of IT equipment, software, and licenses.• Identify the difference between viruses, malware, and spam.• Front-end network security.

Application Support• Conduct administrative and support related tasks using existing application tools.• Experience in any of the following is a plus: Adobe products, Salesforce CRM, SharePoint, Workfront, spam filter, Google Workspace, Microsoft BI, Microsoft 365, Office 365, KACE/Intune/Autopilot device/image management and Cisco VPN.

The ideal candidate will have 1-3 years' of relevant work experience. Technical training school or equivalent combination of experience and education. BS in Computer Science or MIS preferred, but not required. Intermediate experience with Microsoft Office/365 Applications including Teams, OneDrive, etc. Intermediate experience with Windows and Mac OSX hardware/software deployment and support, and intermediate experience with help desk ticketing, triage, and ticket management. Ability to work independently, confidentially, and a strong knack for customer service, troubleshooting, and attention to details.