IT Support Specialist
Location: Cranston, RI
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Support Specialist Job OverviewWe are seeking an experienced IT Support Specialist to join a dynamic IT Solutions and Managed Service Provider (MSP) team in Cranston, RI. As a Full-time IT Support Specialist, you will be responsible for resolving escalated technical issues, supporting hardware and software deployments, and providing exceptional customer service to clients. This role involves up to 30% travel and may require flexible or on-call hours to ensure comprehensive support coverage. The IT Support Specialist will also contribute as a mentor and trainer to junior team members, helping to foster a collaborative and knowledgeable work environment. Working in Cranston, RI offers the advantage of being part of a well-established technological community known for its commitment to service excellence.
Primary Responsibilities- Deliver high-quality customer service to clients and partners, ensuring timely resolution of technical issues.
- Provide advanced technical assistance for computer hardware and software problems via telephone, electronic communication, and in-person support for escalated service tickets.
- Recreate or simulate user problems to resolve complex operating difficulties and provide effective solutions.
- Manage multiple client environments and projects simultaneously while maintaining attention to detail and prioritizing urgent issues.
- Support clients by guiding them through troubleshooting procedures and developing new scripts to streamline the troubleshooting process.
- Offer remote and onsite assistance to end-users for both existing and new technologies, including hardware and software setup and upgrades.
- Ensure desktop and laptop computers are properly configured and maintained, including performing necessary upgrades to hardware and software.
- Maintain an understanding of IT security best practices to identify, escalate, and help mitigate policy violations as needed.
- Recommend system modifications or improvements to eliminate user problems and enhance system performance.
- Track, document, and close client issues and resolutions to ensure customer satisfaction and maintain accurate records.
- Contribute to the company knowledge base by keeping documentation current and accessible to the broader team.
- Participate in the training of new hires, including spending a minimum of 30 days as a First Response Technician to gain comprehensive knowledge of client support protocols.
- Perform additional duties and responsibilities as assigned by management.
- Proficiency with Microsoft CSP, Azure, and O365 environments.
- Ability to travel up to 30% as required to client sites and perform on-call or flexible work hours as needed.
- Experience working with networking equipment from manufacturers such as HP, Cisco, SonicWALL, and Ruckus.
- Demonstrated experience in Microsoft Server 2008+ deployment, migration, and management.
- Familiarity with virtualization technologies such as VMWare and Hyper-V is preferred.
- Previous experience with project and vendor management is desirable.
- PCI compliance experience is a plus.
- Technical expertise in all Windows Desktop Operating Systems and Hosted Exchange environments.
- Strong knowledge of Microsoft productivity applications and server environments.
- Understanding of SonicWALL firewalls, as well as Dell, HP, and Cisco managed switches, is beneficial.
- Minimum of 2 to 5 years of relevant IT support experience.
- Educational background in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience and/or certifications.
- Advanced technical certifications are preferred, including VMware Certified Professional (VCP), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA).
This is a Full-time position based in Cranston, RI, for candidates interested in working within a respected IT Solutions and MSP company that values teamwork, professional growth, and outstanding client service.