IT Support Specialist
Location: Winston-Salem, NC
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Support Specialist (Help Desk Level II) Position OverviewWe are seeking a skilled IT Support Specialist (Help Desk Level II) for a full-time position in Winston-Salem, NC. This role is essential in ensuring smooth system operations, enabling end users to efficiently complete their business tasks. As an IT Support Specialist, you will serve as the first point of contact for all IT support-related inquiries and service tickets, focusing on prompt and effective resolution. The individual in this role will play a crucial part in maintaining a high level of end-user satisfaction through technical support and customer service.
Key Responsibilities- Provide comprehensive support for incoming service desk requests via telephone, web portal, and email, ensuring courteous, timely, and effective issue resolution for all end-users.
- Conduct provisioning and system setup for new hires, ensuring they are equipped with the necessary hardware, software, and access rights.
- Prioritize and manage incidents and service requests in accordance with established processes and service level agreements (SLAs).
- Utilize remote tools and diagnostic utilities to resolve technical issues efficiently and minimize user downtime.
- Administer servers, including Active Directory, File & Print services, DNS, and DHCP, to maintain optimal network performance and security.
- Install, monitor, and update antivirus software to ensure system protection against emerging threats.
- Perform network firewall and switch administration, as well as ongoing maintenance of network infrastructure.
- Optimize and maintain both network software and hardware to support business continuity and scalability.
- Build, deploy, and manage file servers and cloud computing solutions aligned with organizational requirements.
- Configure and deploy VOIP and telephone solutions to enhance communication capabilities.
- Manage Microsoft Exchange Server environments, ensuring efficient email system operation and security.
- Monitor alert systems and respond according to established guidelines to maintain system reliability.
- Analyze event logs and system messages to proactively identify and resolve issues.
- Handle escalated service requests that require advanced technical expertise and timely resolution.
- Previous experience working in a Managed Service Provider (MSP) environment is required.
- At least 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange servers, and Active Directory.
- 2-3 years of experience in a client-facing, technical support, or sales engineering environment.
- Experience with Kaseya RMM and Autotask PSA platforms is highly desirable.
- Excellent verbal and written communication skills, with the ability to interact effectively with clients and understand their technical and business needs.
- Strong organizational, time-management, and multi-tasking skills.
- Demonstrated experience in writing proposals and implementing technical solutions to meet business objectives.
- Proactive, reliable, professional, and capable of working both independently and within a team setting.
- Solid understanding of technology and business productivity systems.
- Experience with remote monitoring and management (RMM) tools is a strong asset.
- Exceptional problem-solving abilities and commitment to exceptional customer service.
- Sales training experience is considered an advantage.
- CompTIA Network+ or CompTIA Security+ certification.
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate), MCSE (Microsoft Certified Systems Engineer/Solutions Expert), or MCITP (Microsoft Certified IT Professional).
- CCNA or CCIE (Cisco certifications) are highly valued.
This full-time IT Support Specialist position in Winston-Salem, NC offers the opportunity to work in a dynamic IT solutions environment. Team members benefit from challenging work assignments, ongoing training, and a collaborative workplace culture, supporting both personal and professional development. As part of a leading IT solutions company, you will have the chance to advance your technical expertise and grow your career in the ever-evolving field of information technology.