Technical Support Specialist

Shoebuy.Com, Inc. Charlestown , MA 02129

Posted 10 months ago

The Technical Support Specialist is responsible for addressing all tier-1 support issues for a community of 250+ end-users. The primary role for this position will be addressing tier-1 support issues, onboarding/offboarding and general desktop support duties. Additional duties will include: backend infrastructure tasks, user management responsibilities, assisting the Systems Admin., and other professional growth opportunities.

The role is responsible for the resolution of a variety of desktop-related problems revolving around hardware, operating systems, applications, and network connectivity. This role requires strong communication and analytical skills, a commitment to working through problem resolution, and completion of tasks with a high level of efficiency. The Technical Support Specialist is responsible for providing the first line of technical support by managing the help desk queue.


Essential duties &

Responsibilities:
  • Ensure customer satisfaction in the area of desktop services by providing technical expertise and problem resolution in a timely fashion while always maintaining a friendly and cordial relationship with end-users

  • Diagnose and resolve technical issues in association with end user devices and/or software

  • Deploy and administer end-user operating systems running both Mac and Windows OS

  • Onboard new employees and off board terminated employees

  • Provision user laptops and other equipment as necessary

  • Write FAQs, docs, and training materials to assist end users

  • Provide end user training for standard Shoes.com software and services

  • Maintain hardware and software inventory and submit requests for new equipment as needed

  • Creating/removing O365 email accounts, distribution lists, resource mailboxes, etc.

  • Managing file shares and printers

  • Setting up and assisting with company meetings

Qualifications:

  • 1+ year of experience providing end-user support in a Windows & Mac environment

  • Must be able to handle multiple concurrent tasks with minimal supervision

  • Experienced in troubleshooting applications, hardware and the remediation of viruses/malware

  • Creating and managing objects in active directory (i.e. users, groups, service accounts)

  • Provisioning and managing users in OneLogin or similar SSO providers

  • Familiarity with BitLocker Encryption technology or similar encryption solutions

  • Experience with Manage Engine Desktop Central or similar technology for OS patch management, asset inventory, application deployment and End-User Remote Assistance

  • Knowledge of Microsoft Products (Office 365, Office Suite, etc.)

  • Familiarity with Ticketing Systems (Service-Now, Spiceworks, Jamf, etc.)

  • Imaging and Cloning Software (Acronis, Clonezilla, etc.)

  • Video Teleconferencing tools (Zoom, WebEx, etc.) and principles of moderating meeting & townhall events

  • 2-Factor Authentication (Symantec VIP, Google Authenticator, etc.)

  • Familiarity with Unified communication tools (Slack, Teams, SFB, Atlassian.net)

  • Basic understanding of networks, VPN, domains, Active Directory, Windows Server OS

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Technical Support Specialist

Shoebuy.Com, Inc.