IT Technical Support Specialist

We are seeking an IT Technical Support Specialist to join our team in Rexburg, Idaho. The ideal candidate will possess strong technical skills in networking concepts, hardware and troubleshooting software, as well as customer service. As a member of the team, you will be responsible for diagnosing and resolving hardware and software issues, providing technical guidance to users, and ensuring the smooth operation of our IT infrastructure. 

Responsibilities:

1. Diagnose and resolve hardware and software problems in a timely and efficient manner.
2. Communicate effectively with customers and other departments, both verbally and in writing.
3. Monitor and respond to system alerts and notifications to identify and resolve potential issues.
4. Document all technical support activities, including troubleshooting steps and resolutions, in our ticketing system.
5. Maintain inventory of hardware and software assets, including tracking and ordering necessary supplies.
6. Provide technical support and guidance to users over the phone, via remote access, through email, or in person to resolve various computer and network-related issues.
7. Perform installation, troubleshooting, and support for desktop and laptop computers. OSes include Windows 10/11, macOS and Linux.
8. Develop how-to documentation for frequently asked questions.
9. Perform preventative maintenance, including patching, checking, and maintenance of workstations, printers, and peripherals.
10. Provide overnight on-call every few weeks. 

Requirements:

1. The ability to analyze and resolve problems independently and in a timely manner.
2. Personable and effective customer service attitude with advanced listening skills.
3. Strong interpersonal skills and ability to work effectively in a team environment.
4. Familiarity with networking concepts, including IP, subnetting, and DNS. 
5. Effective communication skills, both verbal and written, with the ability to communicate with individuals at all levels of the organization.
6. Ability to handle issues via telephone and/or remote support tools.
7. Basic understanding of computer hardware, software, and various technologies, including Microsoft Windows operating systems, Microsoft Server, TCP/IP, switches, routers, firewalls, macOS, Linux, and VPNs.

Schedule:

Part Time: 30 hours / week, Monday – Friday.

Full Time: 40 hours / week, Monday – Friday. On-call rotation roughly one week a month for after hour support requests. On-call includes Saturday and Sunday. Must be able to take phone calls and process requests. Must be able to support as needed in emergency situations.

Full Time is dependent on experience.

If you are looking for an exciting opportunity to further develop your skills in IT technical Support, we encourage you to apply for this position.