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With a qualified expert team and deep experience across technologies and industries, Phreedom can provide IT support services to help you meet your project needs.

Technology Support Specialist

GENERAL SUMMARY:

The Technical Support Specialist plays a key role in customer service within our Help Desk operations through remote support of our local & nationwide clients. All work will be performed remotely from our satellite office in Scottsdale & our Tempe office. The successful candidate will be expected to support first level support for web filters, firewalls/routers, Network Switches, workstations and servers, installation of software and technical research to resolve issues when required

Essential Duties and Responsibilities:

  • PROVIDE A POSITIVE CUSTOMER SERVICE EXPERIENCE OVER THE PHONE.
  • Provide hardware and software troubleshooting for Microsoft platforms.
  • Provide Technical training to end users as requested or needed.
  • Basic troubleshooting of Windows 2012/2016/2019 Server and Windows 10 operating systems.
  • Install & troubleshoot software applications.
  • Configure & troubleshoot clients in an Office 365 Environment.
  • Removal of spyware, adware & viruses from desktops.
  • Troubleshoot peripheral devices, (touch screen monitors, scanners, card swipes & printers).
  • Provide server maintenance such as backup monitoring; apply BIOS/Firmware updates and install security patches.
  • Support Hyper-V & VMware technologies.
  • Monitor and troubleshoot backup jobs using Datto.
  • Monitor Web filters, Routers, Firewall Switches
  • Monitor & provide Basic support of WIFI Access points and Controllers
  • Demonstrate the ability to multi-task during occasional peaks in workload.

Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Strong comfort level with Windows 10, Microsoft Office Products and basic networking troubleshooting.
  • A working knowledge of Windows 2012/2016/2019 Active Directory, Microsoft Server, Windows AD administration.
  • The ability to communicate effectively with clients, co-workers and management.
  • Basic understanding of TCP/IP network technologies.
  • Basic knowledge of wireless technologies.
  • Adhere to strict change Control procedures
  • The ability to use sound judgment in the promotion of maximum service uptime.
  • A track record of supporting the overall IT organization through collaboration and communication.
  • Some experience within server virtualization (Either Hyper-V or VMware)
  • Some knowledge of Linux, UNIX or Mac environments.
  • Experience supporting a 24×7 environment and the ability to take an on-call rotation every 8 weeks.

Education and Experience

  • High school graduate with some vocational or college preferred.
  • At least 2 years of technical support experience
  • Proven experience in customer service

Key Competencies

  • Strong customer relationship skills.
  • Excellent written and verbal communication skills
  • Organization and planning
  • Problem analysis and problem-solving
  • Ability to Multi Task

Work Schedule

  • 8 AM – 5 PM  Must be able to work weekends