IT Support Center Specialist (Tier 1)

Job Description

Position Summary

As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.

Location: Hybrid (Rockville, MD) 4 days in the office, 1 day remote

Scheduled Weekly Hours: 40 (Full-Time)

Travel Required: Less than 5%

Responsibilities

This position has the following responsibilities.

• Handling customer technical support cases through phone and email submission
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Provide superb technical support for:
• End-user devices: desktops, laptops, mobile devices, printers, scanners etc.
• Desktop Operating Systems – Windows and MAC OS
• Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)
• User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta etc.)
• Cloud based (SaaS) system – Microsoft 365, Windows365 etc.
• Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
• Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
• Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket.
• Provide case status updates to management and end-users according to service level guidelines
• Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
• Provide / offer guidance and help users solve common IT problems.
• Create and maintain relevant processes, procedures, and knowledge article documentati...