Learn and grow within the dynamic and fast paced organization. Digital Age Solutions, an IT Managed Services Provider is looking for a talented IT Support Specialist/Account Manager to join our Managed Services organization to enhance direct relationships with client personnel. The IT Support Specialist will work with Digital Age Solutions Management and play a vital role in maintaining strong client relationships and elevating service quality.
- Analyze dashboards of various IT tools, take actions based on information or escalate to management.
- Review status of support tickets, follow-up with clients.
- Respond to client inquiries submitted via support ticketing system.
- Troubleshoot IT related Issues based on submitted inquiries/tickets.
- Communicate with client personnel via phone, email, and chat.
- Perform software installations and system updates.
- Restore Backups upon request.
- Create step-by-step visual and written guides.
- Create and update knowledge base articles.
- Update internal reference documentation.
- Create summary reports on daily activities.
- Identify and recommend process improvements to management.
- Excellent communication, organizational, prioritization and multi-tasking skills.
- Excellent research, troubleshooting and critical thinking abilities to resolve issues by utilizing logic, web search, AI, vendor documentation, knowledge bases, client interviews and other methodologies.
- Positive and professional demeanor.
- Flexible mindset to switch between high level work and detail-oriented processes.
- Ability to show initiative and work independently with minimal supervision.work.
- Ability to build rapport with clients
- Windows 10/11 – extensive working knowledge, including installation and administration.
- Mac OS – working knowledge including installation and administration.
- MS Office applications.
- Google Workspace (apps, drive, etc.).
- File Sharing and Collaboration Tools (e.g. One Drive, Dropbox, Box, etc.).
- Various Backup Tools.
- Laptop/Desktop/Hardware/Networking knowledge to aid in troubleshooting issues.
- Windows Server 2016+ – working knowledge and administration.
- Working knowledge of MS Active Directory.
- MS365 Tenant Administration, including Entra and Exchange administration.
- Google Workspace Administration.
- Understanding of and hands on experience with virtualization technologies (e.g. VMware).
- Experience with advanced computer hardware troubleshooting.
- Advanced knowledge of computer networking.
- Hands-on network administration and troubleshooting.
- Content Management within WordPress.
- IT Certification(s) from accredited sources.
- Experience with structured cabling, equipment racking, etc.
- Experience with Access Control implementation and management