Support Desk Specialist Tier 1 and Tier 2 POST NUMBER: 422750
Support Desk Specialist Tier 1 and Tier 2 (multiple openings)
Job Summary
We are seeking a Support Desk Specialist to join our dynamic team. This role is ideal for those who thrive in a fast-paced environment, excel in multitasking, and are passionate about providing top-notch support to our clients. As a Support Desk Specialist, you will play a crucial role in assisting our engineering team with various projects. Additionally, depending on client scheduling needs, you may provide support to our in-house support desk. Your primary responsibilities will involve responding to customer service requests through phone, email, or our ticket portal, offering technical support for IT networks, servers, and desktop & laptop systems. You will also be responsible for updating network diagrams and client documentation to reflect any modifications or updates while working both in the field and remotely on clients' networks and equipment.
Ideal Candidate
- Proficient in computer hardware and software, including setting up computer systems and software for clients.
- A passion for technology and a strong desire to assist others.
- Comfortable with meeting and communicating with new individuals.
- Exceptional listening skills to comprehend client IT issues.
- Outstanding time management and organizational skills, especially when working under pressure.
- Meticulous attention to detail, the ability to collaborate effectively, and adherence to instructions and SOPs.
- Availability from Monday to Friday, 8 am to 5 pm, with a willingness and capability to work some evenings and weekends.
Essential Functions
- Deliver onsite and occasional remote IT technical support to client end users while maintaining the highest standards of customer service.
- Collaborate with the Systems Engineering Team on projects and onsite services.
- Perform onsite technical support and system installations at client sites as required.
- Utilize research tools to review client documentation for support activities as necessary.
- Maintain a knowledgebase to ensure the availability of accurate articles for efficient client troubleshooting.
- Thoroughly document all client support services and troubleshooting processes on support tickets, including specific steps taken to resolve and troubleshoot issues.
- Complete assigned technical support projects and tasks.
- Conduct timely follow-up activities with clients via email or phone to confirm the success of support activities, especially when clients were unavailable for review during the service, such as after-hour support.
- Attend mandatory company meetings as required.
Knowledge & Experience
- Minimum of 2-4 years of IT experience, including managing workstation setups, basic software installations, and computer network operations.
- Experience with ticketing systems is preferred but not mandatory (e.g., AutoTask, ConnectWise, Kayako, Remedy, etc.).
- Excellent problem-solving skills, enabling efficient issue resolution through the application of knowledge, experience, system documentation, vendor support, and online resources.
- Proficiency in various technologies, including Windows 10, DHCP, DNS, VPN, TCP/IP, Remote Desktop, MS Office Suite, network topology, network printers, scanners, hardware and software installation, and OS installation.
- Active Directory experience
- Windows and Mac experience
- MDM experience such as JAMF preferred
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.