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Technical Support Specialist (Level 1)

UpRecruit • Grapevine, TX 76051 • Posted 7 days ago

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Hybrid • Full-time • Entry Level

Job Highlights

Using AI ⚡ to summarize the original job post

The Technical Support Specialist Level 1 at UpRecruit is a key role responsible for providing on-site support, managing and resolving service desk tickets, and ensuring the accuracy and completeness of technical documentation. This position involves close collaboration with IT support teams to address customer issues promptly, with opportunities for technical growth through training and certification. The role operates within a hybrid work model, offering comprehensive benefits, financial incentives, flexible working hours, and significant growth opportunities.

Responsibilities

Monitor support queues and collaborate with IT support teams to prioritize and resolve open tickets.
Assist in diagnosing and resolving technical issues related to hardware, software, and mobile devices.
Research and resolve technical issues, escalating to senior and partner resources when necessary.
Support queue monitoring and hygiene based on ticket volume and staffing needs.
Develop knowledge base articles for common or high-impact issues and their resolutions.
Proactively identify opportunities to improve user-facing technology.
Ensure all technical details are thoroughly documented in each support ticket.
Monitor and maintain IT facilities at assigned sites, including conference rooms and common-area printers.
Manage IT inventory at assigned sites and coordinate restock orders with IT Management.

Qualifications

Required

Minimum of 1-2 years of experience in a service desk environment or similar role.
A degree in a related field is preferred.
CompTIA A+ and/or Network+ certification preferred.
Microsoft MCSA: Windows 10/11 certification preferred.

Preferred

Effective communicator among IT and organizational staff.
Recognizes potential issues and recommends proactive solutions.
Basic experience with process improvement initiatives.
Demonstrated initiative in resolving complex technical issues.
Champions troubleshooting processes.
Proficiency in documenting request details, statuses, and resolutions, and creating Knowledge Base Articles (KBAs).
Experience in deploying end-user devices.

About UpRecruit

UpRecruit is a tech recruiting platform in Phoenix that connects tech talent with innovative companies. They offer a digital marketplace for tech jobs, prioritizing a hassle-free job search experience for job seekers and providing transparency and predictable pricing for employers. UpRecruit's intelligent automation and unique algorithm make the recruiting process 80% faster, ensuring a seamless experience for both job seekers and employers.

Full Job Description

Why You'll Love Working Here

Employee-Owned: Gain a stake in the company's success.
Comprehensive Benefits: 100% coverage for employees and dependents.
Hybrid Work Model: 5 days in-office for the first 60 days, then hybrid with 2 days in office.
Financial Incentives: 401K, annual bonus opportunities, and stock/profit-sharing after the first month.
Flexible Working Hours: Choose your schedule (7-4, 8-5, 9-6) with no on-call shifts.
Growth Opportunities: Be part of a rapidly expanding company doubling its revenue in the next three years.

Overview of the Role

The Tech Support Specialist (Level 1) is the primary technical resource for the on-site support teams. In this role, you will be responsible for managing and resolving service desk tickets, ensuring that both customer-facing and internal documentation is accurate and complete. You will collaborate closely with fellow technicians to address customer issues promptly and efficiently, keeping all parties fully informed through both verbal and written communication. Additionally, you'll have opportunities to grow and develop technically through ongoing informal and certification-based training, enabling the IT team to provide cutting-edge technology solutions.
Technical Support:

Monitor support queues and collaborate with IT support teams to prioritize and resolve open tickets.
Assist in diagnosing and resolving technical issues related to hardware, software, and mobile devices.
Research and resolve technical issues, escalating to senior and partner resources when necessary.
Support queue monitoring and hygiene based on ticket volume and staffing needs.

Administrative Support:

Develop knowledge base articles for common or high-impact issues and their resolutions.
Proactively identify opportunities to improve user-facing technology.
Ensure all technical details are thoroughly documented in each support ticket.
Monitor and maintain IT facilities at assigned sites, including conference rooms and common-area printers.
Manage IT inventory at assigned sites and coordinate restock orders with IT Management.

Education and Experience:

Minimum of 1-2 years of experience in a service desk environment or similar role.
A degree in a related field is preferred.
CompTIA A+ and/or Network+ certification preferred.
Microsoft MCSA: Windows 10/11 certification preferred.

Skills and Abilities:

Effective communicator among IT and organizational staff.
Recognizes potential issues and recommends proactive solutions.
Basic experience with process improvement initiatives.
Demonstrated initiative in resolving complex technical issues.
Champions troubleshooting processes.
Proficiency in documenting request details, statuses, and resolutions, and creating Knowledge Base Articles (KBAs).
Experience in deploying end-user devices.

Culture Fit:

Concise and Direct Communicator: Ability to provide clear, concise, and direct communication.
Proactive and Eager to Learn: A go-getter attitude with a passion for learning and solving problems.
Startup Mentality: Thrives in a dynamic, fast-paced environment.
Independent Worker: Particularly important for candidates in the Grapevine/Dallas area who are expected to work independently.

If you are looking for an exciting opportunity to be part of a growing company with excellent benefits and growth potential, we encourage you to apply!

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