Position Overview

Senior IT Specialist role is expected to provide top-notch customer service to our clients. This relates to the technical skill set and to treating people courteously and professionally. Daily, you will interact with various personalities via email, phone calls, texts, and tickets. It is your responsibility to do your best to understand the client's request and ensure you are evaluating it from multiple viewpoints to provide the best possible outcome. The Senior IT Specialist will report directly to the CIO.

Responsibilities

• Provide technical support for hardware and software issues across the organization.
• Manage and resolve help desk tickets using ticketing systems.
• Perform routine maintenance on computer systems, including updates and installations.
• Troubleshoot and resolve networking issues to ensure seamless connectivity.
• Maintain firewalls, ensuring security is maintained and monitored.
• Collaborate with team members to enhance IT processes and improve user experience.
• Maintain documentation of technical procedures, and user guides for reference.
• Train junior staff on best practices in technical support and customer service.
• Receive support requests via phone, email, and ticketing system.
• Follow up with end users via phone, email, or ticketing system to ensure that the issue has been resolved.
• Bring attention to reoccurring issues and work with team members on solutions.
• Proactive maintenance, documentation, and testing of client network environments using our toolsets deployed at client sites
• Be professional in all written time logs and documents.
• Time to be entered accurately each day

Requirement / Expectations

• Good attendance
• Area at home for purposes of work with minimal distractions
• Quality internet connection and static IP
• Cell phones (Apple or Android) are in good working order and have hot spot functionality (Apps loaded: Email, Teams, softphone, AutoTask PSA, etc.)
• Team Participation

Qualifications

• High School Diploma or equivalent
• At least one of the following industry certifications is required: CompTIA Network+.
• Microsoft Certified Solutions Associate (MCSA) Desktop MCTS for Office 365
• Microsoft Office Specialist (MOS)
• Cisco Certified Entry Network Technician (CCENT) or higher
• Minimum of 5 years experience supporting and installing Windows Desktop operating systems (Windows 10 and above)
• Minimum of 5 years experience performing entry level Server/network administration (Windows Server 2012 and above)
• Advanced knowledge and proven record deploying and supporting Microsoft Office applications (Minimum Office 2013 and above preferred)
• Solid understanding of and practical experience of Firewall appliances and services (Barracuda highly preferred)
• Solid working knowledge of the following protocols and networking services: TCP/IP, DNS, DHCP, Layer 2 and Layer 3 Switching
• Basic understanding of and practical administration experience of Backup processes, software, and hardware
• Proven troubleshooting and diagnostic skills
• Ability to communicate with users over the phone and provide remote support using a variety of remote support tools
• Autotask PSA and Datto RMM or other incident management software experience desired
• Must be a detail-oriented self-starter- function autonomously, with minimal supervision
• Strong team player
• Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
• Strong customer service orientation
• Demonstrated dedication to consistent quality
• Possess a valid and transparent driver's license and have access to a good working car and another form of reliable transportation as required.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office: 3 years (Required)
• IT support: 5 years (Preferred)

Ability to Commute:

• Beachwood, OH 44122 (Preferred)

Ability to Relocate:

• Beachwood, OH 44122: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: Work from home with occasional onsite at client locations.