Technology Support Specialist

Description

Responsibilities

• Serve as the first point of contact for employees needing IT support via phone, email, or ticketing system.
• Log, track, and manage technology support tickets to ensure timely resolution.
• Troubleshoot basic hardware, software, and network issues, escalating complex problems to senior team members when needed.
• Provide step-by-step technical guidance to users, ensuring they understand the solutions provided.
• Maintain records of reported issues, solutions, and user feedback to help improve internal support processes.

• Assist with setting up and managing user accounts, access permissions, and system credentials.
• Ensure employees have appropriate access to company applications such as Microsoft 365, Box, DocuSign, and other business platforms.
• Support onboarding and offboarding processes by managing system access for new hires and deactivating accounts for departing employees.

• Help monitor system performance and notify IT administrators of any issues or concerns.
• Collaborate with IT vendors to assist in resolving software or hardware-related issues.
• Assist with software installations, updates, and patches to ensure systems are running smoothly.
• Provide support for basic cybersecurity measures, such as identifying phishing emails and reporting security concerns.

• Contribute to the development of IT support documentation, including FAQs, troubleshooting guides, and user manuals.
• Identify recurring issues and suggest improvements to processes to enhance efficiency.
• Participate in training sessions to expand technical knowledge and stay updated on new tools and technologies.

Qualifications

• Associate’s, Bachelor’s degree or Trade School experience in Information Technology, Computer Science, or a related field (or relevant certifications/experience).
• Strong interest in technology support, IT troubleshooting, and customer service.
• Basic understanding of computer hardware, operating systems, and common business applications.
• Familiarity with help desk ticketing systems is a plus.
• Excellent problem-solving skills with attention to detail.
• Strong communication and interpersonal skills to assist users effectively.
• Ability to manage multiple support requests and prioritize tasks accordingly.

• Full-time, Exempt
• $60,000-$80,000 base per year, dependent on experience, with additional semi-annual performance bonus opportunities

• This position will work from our Tampa, FL home office.
• Working hours are 9am-5pm Monday-Friday with the option to work remotely on Fridays.
• Occasional evening/weekend hours may be requested.
• No travel for this position is required.

Benefits

• 401(k) matching
• Dental Insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance