IT Support Specialist

Rocket Pest Control is an out of this world company looking for the best people to help us be the trusted choice in pest control!

Our Mission is to protect customer’s homes, families and businesses by delivering safe, convenient and reliable pest control solutions. We are committed to customer service and growth while maintaining a culture that makes our employees proud to work at Rocket.

Job Type

Full-Time: Non-Exempt

Work Week | Work Hours

Monday – Friday | 8:00am – 5:00pm

Specialties / Licenses or Certifications

N/A

Our Position

Our Inside Sales Professionals will provide world class customer service and sales support by responding to the customers’ requests courteously and professionally. Inside Sales Professional handles inbound and outbound sales related calls, sets up new customer accounts, maintains current customer accounts and documents all pertinent notes in each customer’s account. Furthermore, Inside Sales Professional assists with customer service-related calls during times of lower incoming/outbound sales call volume.

Your Rewards

• 8 Company-paid Holidays (Full-Time Only)
• 10 Days of Paid-Time Off (Full-Time Only)
• Company-Paid group life insurance, Short-Term & Long-Term Disability (Full-Time Only)
• Medical, Dental, and Vision plans (Full-Time Only)
• Retirement Plans with Company match including 401k up to 5%
• Employee Assistance Programs

Your Responsibilities

• Respond promptly to user inquiries via phone, email, or chat.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Guide users through troubleshooting steps and provide clear instructions.
• Log all incidents and service requests into the Support ticketing system.
• Prioritize and escalate critical issues to the appropriate teams.
• Monitor ticket queues and ensure timely resolution.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Assist with software installations, updates, and license management.
• Perform routine maintenance tasks (e.g., system updates, backups).
• Maintain, monitor and track all assigned electronic equipment.
• Maintain and update Active Directory with the most current information.
• Troubleshoot network connectivity issues (both wired and wireless).
• Collaborate with Infrastructure Manager to resolve network-related problems.
• Create and update user manuals, FAQs, and knowledge base articles.
• Document common issues and their resolutions for future reference.
• Educate users on security best practices (password management, phishing awareness, etc.).
• Assist in enforcing security policies and protocols.
• Provide analytics, reporting, and manage/own all software systems for other departments.
• Liaise with external vendors for hardware repairs, software licenses, and warranty claims.
• Maintain accurate records of vendor interactions.
• Additional projects as assigned.

Our Requirements

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
• Minimum 2 years of experience in IT support or Support roles.
• Experience with Microsoft E365, Active Directory, CRM, IT-ticketing and MDM software and systems.
• Ability to work with CISCO Network Systems, DNS appliances and enterprise firewall solutions.
• An in-depth and up-to-date knowledge of system network design, security, cloud, and management.
• Strong system knowledge in open system interconnection layer, Wi-Fi, IPSec, EIGRP, DNS/DHCP and firewall security.
• Strong experience in troubleshooting, maintenance, repairs, and security updates for PCs, mobile devices, tablets, and other hardware devices.
• Proficiency with operating systems protocols.
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Must have excellent written and verbal communication, with emphasis during telephone calls, follow-ups, and correspondence.
• Reliable transportation to and from work.
• Ability to calculate basic math.
• Must be able to pass a seven-year criminal background check.
• Must be able to pass company drug screen and/or substance abuse testing.

Rocket Pest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please let our recruitment team know.

Benefits/perks listed above may vary depending on the nature of your employment with Rocket Pest.

The wage range for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled. At Rocket Pest, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)