Desktop Support Specialist

Company: Charles IT
Job type: Full-time

Be a part of CT's finest and best places to work! We are a thriving IT company experiencing rapid expansion and are proud to be listed among the Inc 5000's fastest-growing companies. Additionally, we have been honored as one of MSP's Top 501 and recognized as one of Marcum's Top Tech 40. Join us today!
About Us: Exceptional Service. Endless Improvement. Passionate People. Honest and Forthright. These are the core values of Charles IT. We can achieve these values because of our team, which makes us one of the most successful IT companies of its kind in the region. And because of our team, we offer a level of dedication to our employees rarely found anywhere else. To prove it we encourage learning, professional development, and team member input, all in a comfortable family-friendly culture.
Due to growth, we are currently seeking to add a Desktop Support Specialist to our exceptional team. You will be responsible for managing the activities and responsibilities of our service team, determining and executing key priorities for our management team, and ensuring that support is provided to customers at agreed levels. You will need to be outgoing, customer service-focused, extremely organized and detail-oriented, and able to operate quickly and efficiently in a fast-paced environment. You will also need to have a strong technical background focused on systems administration.
What Do We Do?
Create real relationships and raving fans by implementing and supporting cutting-edge technology.
Responsibilities
Provide first-level support and troubleshooting to diagnose and resolve technical issues for end users
Perform remote desktop, user, network, and basic server support
Remote assistance to end users for desktop and network issues
Basic application and endpoint troubleshooting
Perform occasional on-site support and desktop deployment projects for customers
Administration of Active Directory users, for account lockouts and password resets
New user Creations and Decommissions
Email and Connectivity administration for mobile devices
Support of Microsoft-related technologies: Windows 10, Office 365, Office Suites
Desktop Imaging and end-user computer replacements
First-level triage of critical alerts like disk space, server down and site down alerts
Remediation of Phishing attacks and compromised credential events
Configure, install, and support various devices like desktops and printers
Liaise with third-party vendors and other IT personnel for problem-resolution
Improve customer service, perception, and satisfaction
Communicate to Customers: keep them informed of progress, notify them of impending changes or agreed outages, etc.
Document internal processes and procedures related to duties and responsibilities
Maintain strong client system documentation to include system reviews and recommendations
Maintain daily documentation by entering time, expenses, and all work as service tickets in ConnectWise
Work through a daily schedule in ConnectWise that has been established through the dispatch process
Requirements
High School Diploma
1 year of experience in the IT field required
Experience with ConnectWise, Cisco, Meraki, Datto, VMware, and Office 365 platforms a plus
Superior communication skills required
Ability to multi-task and function collaboratively as a member of a fast-paced, client-orientated team
Enthusiastic and dedicated to the challenges of a growing company and client base
Excellent follow-through to see tasks through completion
Self-starter with the ability to perform independently with little or no supervision
High level of organization; strong attention to detail
Successful passing of a background check
A current, valid US driver's license is required
Benefits
Charles IT offers a competitive benefit program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid trainings, team-building outings every quarter, professional development and so much more!
Charles IT does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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