IT Support Specialist position

IT Support Specialist 

Job Description:

Riverstrong is on the lookout for driven IT Support Specialists who possess the grit and energy to help us grow in an MSP start-up environment wearing many hats. The ideal candidate will be experienced in an IT Support consulting or MSP Help Desk environment while maintaining excellent communications, technical support, technical growth, and ticket lifecycle management. You will help customers with IT related end-user support situations and drive the adoption of new technologies remotely or on-location. 

• Coordinate and perform remote or client office fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests

• Remotely troubleshoot end-user Service Desk needs for our client offices, retail stores, warehouses, and other locations 

• Resolve Level 1 issues with desktops, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc. 

• Manage and own the multi-channel ticket and phone contact center queues to ensure a successful resolution to all assigned tickets

• Communicate with all stakeholders during the ticket lifecycle and escalate as necessary 

• Create and maintain a knowledge base/documentation of client processes, network diagrams, and support processes in collaboration with the senior SMEs

• Perform client on-premises technology troubleshooting, decommissions, implementations, and other IT related hardware or software support tasks if required

• Keep current on the latest technical certifications, technologies innovations, and assist to determine the best investments for the business and our clients

• Create a positive experience for our customers and staff in every engagement but most importantly, have a fun time while doing great work. 

What you’ll do: 

The path to success in this role will include a passion for helping people in need, the ability to multitask, collaborate, work with a team, attention to detail, end-to-end ticket ownership, and technical competencies in end-user technologies. You also must have in-depth customer service experience, incident management, customer resolution skills, and a pleasant persona over the phone or video. 

This role will be working closely with Riverstrong leaders to build excellence in delivering technical support and call center operations. Define the best practice processes, research, and develop the next generation tools to achieve efficiency while making our lives easier. 

• Provide proactive exceptional customer service, excellent phone presence, ability to deal with all levels of users in a professional manner

• Be friendly and able to smile a lot while working in challenging situations

• Coordinate and perform remote fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests

• Troubleshoot basic Service Desk needs for our client offices, retail stores, warehouses, and other locations 

• Resolve Level 1 issues with desktops, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc. 

• Manage and own the multi-channel ticket queue to ensure a successful resolution to all assigned tickets

• Communicate with all stakeholders during the ticket lifecycle and escalate as necessary 

• Create and maintain knowledge base/documentation of processes, network diagrams, and support processes in collaboration with the Level 2 & Level3 experts.

• Problem-solve and communicate technical information to non-technical end-users across various industries 

• Team player with a strong work ethic operating with a sense of urgency and understanding

• Seek ways to create efficiencies by utilizing technologies in automation tools or scripting of services

• Nights and Weekend schedules are required 

• Travel as required by client projects or up to 20%. 

• Create a wonderful, positive, and great experience for all our customers in every engagement

What we’re looking for:

Our ideal candidate knows how to take care of an end-user or customer from the first call to the close of the ticket while providing helpful service with a smile to people in need of technical support. But mostly, we like to have fun while delivering exceptional services for our clients.

• Passion for people, collaboration, authentic, and unafraid to learn from mistakes. 

• Excel in the fail-fast and continuous improvement methodologies  

• 2+ years of experience in a help desk, technical support, service desk, network administrator roles

• Intermediate experience with Point of Sale, Google Workspace, O365, Mac/IOS, Android, Windows Desktop OS, tablets, telephone systems, Printers, Scanners, or any typical end-user technologies

• IT industry-specific certifications a plus (Microsoft 365 Fundamentals, Google IT Support Professional, Salesforce Administrator, Amazon AWS Cloud Practitioner, CompTIA+, etc.)

• CRM (Salesforce) & ticketing systems (Service Cloud, ServiceNow, Cherwell, Zendesk, etc.) experience a plus. Salesforce admin experience is a huge plus

• Experience with ITIL, incident management, ticket resolution, and problem management

• Ability to utilize multiple resources to determine root causes and resolutions of technology problems and incidents

• Must be authorized to work for any U.S. employer

What we can offer you:

• Competitive salary

• WFH

• FTO

• Paid major holidays

• Healthcare, dental, vision coverage

• 401k 

We’re always looking for talented professionals who can help make our company — and team — stronger and more capable. Apply today! 

Gerent/Riverstrong is an equal opportunity employer that celebrates diversity and provides an inclusive work environment. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. We try our best to accommodate any candidate taking part in the selection process upon request.