AccelPad is seeking a Product Support Specialist to join our team. This position is responsible for supporting end-user technologies for our users as well as providing onsite support for our offices. The position supports all company standard systems, applications and software; including, but not limited to:
Microsoft Windows 10
Apple OSX
Microsoft Office 365
Anti-virus software
Software VPN
Mac and Windows laptops and workstations
RingCentral VOIP Software
Printers, MFP and Fax devices
Polycom and Zoom Video Conferencing technologies
Responsibilities:
Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains users in resolving problems.
Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset lists
Ensures quality customer service to our staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staff
Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs
Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions
Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support
Requirements:
Required Qualifications:
Good communication and people skills
Troubleshooting skills for windows/Mac based platforms, smart phones, and A/V equipment Willingness to learn, develop, and contribute in a fun, fast-paced environment
Self-starter that brings both interpersonal skills and creative problem solving skills
Preferred Qualifications:
VMware ESXi/Horizon experience
JIRA and Confluence experience
Office365 experience or exposure on the administrative side Knowledge of domain management applications
Demonstrated knowledge of networking and hardware standards
Solid understanding of security concepts, principles and practices
A+/Microsoft certification preferred (or working towards)
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