Position Overview:
We are seeking a highly skilled and motivated Technical Support Administrator to join our team. The successful candidate will be responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, maintaining strong relationships with our Managed Service Provider (MSP), and facilitating employee hiring and maintenance. This role requires excellent problem-solving skills, a customer-oriented mindset, and the ability to work efficiently both independently and as part of a team.
Key Responsibilities:
- Technical Support:
- Provide first-level technical support to end-users via phone, email, and in-person.
- Diagnose and resolve hardware, software, and network issues promptly.
- Document all support activities and resolutions in the ticketing system.
- Conduct regular follow-ups to ensure issues are resolved satisfactorily.
- System Maintenance and Troubleshooting:
- Perform routine maintenance on computer systems and networks.
- Install, configure, and update software and hardware components as needed.
- Monitor system performance and manage backups.
- Managed Service Provider (MSP) Relationship Management:
- Serve as the primary point of contact for the MSP.
- Collaborate with the MSP to ensure the timely resolution of escalated issues.
- Coordinate and oversee MSP activities, including maintenance schedules and service-level agreements (SLAs).
- Review and evaluate the performance of the MSP and suggest improvements.
- Identify processes necessary to keep in-house and opportunities to expand MSP involvement.
- User Training and Documentation:
- Create and maintain technical documentation and user guides.
- Provide training sessions and resources to end-users to improve their technical proficiency.
- Security and Compliance:
- Ensure compliance with company policies and procedures regarding IT security and data protection.
- Assist in implementing and maintaining cybersecurity measures.
- Safeguard digital assets through antivirus software, patch management, and security awareness training.
- Manage antivirus solutions and patch updates to minimize cyber threats.
- Conduct periodic cybersecurity awareness training sessions for employees.
- Ensure regular data backups and secure storage.
- Protect network security against unauthorized access and data breaches.
- Develop response plans and lead investigations to mitigate the impact of data breaches.
- Ensure compliance with relevant regulations through regular audits and reviews.
- Services Management:
- Must be familiar with Zoho services and tools.
- Take ownership of an internal Software/Services Techstack - identify opportunities for cost savings and establish relationships with account managers.
- Provide support and troubleshooting for applications used within the organization.
- Internal Service Desk Ticket Monitoring:
- Take ownership of monitoring and managing internal employee service desk tickets.
- Ensure timely and efficient resolution of all service desk requests.
- Analyze ticket trends and provide recommendations for process improvements.
- Employee Hiring and Maintenance:
- Facilitate the onboarding process for new employees, including setting up workstations and accounts.
- Assist with employee offboarding, ensuring proper termination of accounts and retrieval of equipment.
- Maintain and update employee records in collaboration with the HR department.
Qualifications:
- Education and Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in a technical support role.
- Experience in managing relationships with MSPs or similar vendors is highly desirable.
- Familiarity with Zoho services is required.
- Technical Skills:
- Proficiency in Windows and Mac operating systems.
- Strong knowledge of networking concepts and troubleshooting.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Understanding of cybersecurity principles and practices.
- Soft Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work well under pressure and handle multiple tasks simultaneously.
- Customer-oriented approach with a focus on delivering high-quality support.
Additional Information:
- Location: This role will be located in Tucson, Arizona
- Travel Requirements: Up to 50% - Responsibilities include visiting our US locations
- Job Type: Full-Time
- Salary: - $55,000/yr - $60,000/yr
Job Type: Full-time
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Experience level:
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Weekends as needed
Experience:
- managed service provider: 3 years (Required)
- IT support: 3 years (Required)
Ability to Commute:
- Tucson, AZ 85705 (Required)
Work Location: In person