IT Support Specialist (MSP)

IT Support/PC Specialist

Reports to: Operations Manager

Just Solutions is growing and looking for professional, self-motivated and confident individual that enjoy helping the less fortunate, digitally challenged of the world. We provide top quality, technology to businesses in Western NY as well as printer services and telecommunications services. We are a Rochester Top 100 Company and voted Best IT Outsourcing Firm by RBJ Readers every year since 2017. Our clients are the best and we want our team members to make sure they are treated that way. Our offices are in a beautiful, company-owned building in Fairport. We have been in business for over 28 years.

About Us: We’re a group of technology-focused individuals who enjoy working together as a team to make sure our clients are taken care of.

• We’re team players and respectful toward one another
• We’re resilient, positive, and optimistic
• We’re helpful, patient and dedicated to happy customers
• We’re versatile, flexible and we do not say no
• We’re dependable, steady, and consistent

Primary Responsibilities:

• Respond to customer inquiries in a quick, courteous, and professional manner
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor assigned tickets and provide service or escalation as necessary
• Provide support for escalated service desk tickets following established protocols
• Provide desktop support
• Deliver technical customer support over the phone and in person, understands support processes
• Understanding of support tools, techniques and how technology can be used to provide services
• Perform remote scheduled maintenances as needed
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Submit timesheets accurately and timely - 85%-time utilization
• Other duties as required by operations manager or service coordinator

Technical Skills

• Strong understanding of available tools to assist in daily tasks
• Ability to troubleshoot PC-based software issues
• Major Anti-Virus solutions like ESET, SentinelOne, and Windows Defender
• Remote Access Tools like LogMeIn, ScreenConnect, TeamViewer, and VNC
• Basic understanding of DNS, Firewalls, DHCP
• Knowledgeable of various workstation peripherals such as USB/NAS drives, printers/MFPs
• Knowledge and understanding of AD, DNS, IoT and mail flow
• Cyber security knowledge and experience
• Experience in supporting iOS and Android devices
• Mac operating system experience is a plus
• Experience building PCs is very helpful
• Gamers with extensive PC and video cards experience useful
• Strong Windows 11, Office 365 experience.

Soft Skills:

• Strong written and excellent verbal communication skills
• Pleasant and professional demeanor in all client and internal communications
• Ability to manage multiple tickets/projects/phone calls simultaneously
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Independent worker and able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• Owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to;
• Work well with clients at all levels, from executive to IT to end user
• Operates with client satisfaction in mind
• Energy, enthusiasm and results-oriented

Education and Experience:

• Associates Degree in Computer Science/related field or equivalent experience
• CompTIA A or equivalent is required.
• 5 years of relevant experience in supporting computers and/or providing technical support
• Experience working either on a helpdesk or MSP
• Career path to server/networking/cybersecurity engineer

Additional Requirements:

• Valid driver’s license and reliable personal vehicle – some customer home visits
• All employees are subject to background check & random drug tests

Job Type: Full-time

Pay: $26.00 - $32.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Language:

• English (Required)

Work Location: In person

Salary : $26 - $32