Technical Support Specialist

In this role, you will be expected to: - Handle support request tickets in the help desk queue both remotely and on-site at client locations when necessary (typically, 80-90% of your workload will be handled remotely). - Provide technical assistance for desktop and mobile devices, ensuring issues are resolved swiftly. - Troubleshoot software and hardware problems across various operating systems, with a focus on Windows (approximately 90%), macOS (around 9%), and Linux (around 1%). - Manage and configure computer networks, including VPNs, Wi-Fi, firewalls, and LAN setups. - Utilize our Remote Monitoring and Management (RMM) tools, remote support, and ticketing systems to document your work and track time spent on support requests. - Drive to client locations throughout the Phoenix Metro area to resolve issues in person while maintaining a friendly and personable demeanor. - Analyze IT infrastructure to pinpoint areas for enhancement and implement appropriate solutions. - Assist in managing Active Directory, Group Policy Objects (GPO), and System Center Configuration Manager (SCCM). - Oversee users and mailboxes within both Office 365 and Google Workspace environments. - Provide support for Microsoft Office applications and additional software tools. - Support specific industry software such as Autodesk, Bluebeam, Quickbooks, LexisNexis, Dentrix, Eaglesoft, eClinicalWorks, and others; you will need to communicate with software vendors for troubleshooting. - Learn to use critical tools like Bitdefender Gravity Zone, SentinelOne, BlackPoint, Keeper Password Manager, IRONSCALES, Webroot, CIPP, and more. - Maintain comprehensive documentation of IT processes and procedures to improve the team's operational efficiency. - Collaborate continuously with fellow IT Ninjas to deliver the best and swiftest support and problem resolution possible.