Technical Support Specialist

We are actively recruiting a full-time Technical Support Specialist/Associate to join our dynamic, friendly, hardworking team and to provide remote and on-site support to our valued clients. The successful candidate will be engaging, personable, reliable, knowledgeable, and detail-oriented, and MUST BE located in the greater Baltimore, MD area.

Candidate Qualifications:

• BS/BA in Information Technology, Computer Science, or relevant field (Preferred)
• 3+ years’ experience in a customer-facing/client-service role within a computer/network support environment (Required)
• Ability to directly support 200+ end-users (including a variety of high-level executives/clients)
• Proven aptitude to independently research, diagnose, troubleshoot, and resolve a variety of technical issues
• Experience with and the ability to create/write clear & accurate technical documentation
• Demonstrated track record of urgency, reliability, and accountability · Exceptional follow-up and interpersonal (oral and written communication) skills
• Professional and customer-oriented, with critical-thinking skills, and the ability to work autonomously as well as part of a team
• Valid and unrestricted driver’s license and a reliable vehicle
• Dedicated home office space (This is a Remote position, with required travel to various client sites in the Baltimore area)

Position Duties/Responsibilities:

• Independently Troubleshoot hardware/software/configuration/technical issues (received via ticketing system, email, phone, or in-person), resolving to client satisfaction in an appropriate time frame
• Provides installation & configuration support of Wireless Access Points, Switches, Battery Backup Units, Workstations, Mobile Devices (phones / tablets), Local and Network based Printers independently
• Proficient in setting up Local and Active Directory based user accounts including Managing Security levels and Principles, as well as Login scripts
• Configures, Administers, Troubleshoots, and Manages: Network Attached Storage (e.g. Synology), Centrally Managed Anti-Virus Technologies (e.g. Webroot), Common network services such as TCP/IP, DNS, DHCP
• Provides exceptional service while adhering to contractual Service Level Agreements (response time)
• Utilizes knowledge of common network commands, utilities, ports and protocols
• Documents configuration additions, changes, and revisions in a timely and thorough manner
• Maintains confidentiality, integrity, & security of clients’ data by adhering to security standards
• Demonstrates flexibility and ability to manage multiple/shifting priorities
• Supports team with client installation assistance, and client-related projects
• Provides education to and knowledge-sharing with colleagues and client end-users
• Performs detailed and prompt (daily) time-tracking for all work performed
• Contributes to team effort by participating in team meetings and sharing technical knowledge
• Collaborates and Communicates clearly and professionally with internal and external stakeholders including teammates, clients, and 3rd party vendors
• Maintains professional and technical knowledge by staying up to date with latest/current/relevant technology related to networking, storage, server and client operating systems, Active Directories, wireless and wired connectivity, and security/intrusion software/hardware

Other IMPORTANT Details:

• This is a TELECOMMUTE POSITION with on-demand Baltimore-area client site visits
• Seeking someone flexible to work 8am-5pm (with occasional/additional outside-business-hours on-call requirement)
• Position requires Lifting (up to 50 lbs), Sitting, Standing, Driving, and Dexterity
• Background check required
• Relocation and sponsorship NOT available
• Competitive salary commensurate with experience/knowledge
• Other benefits include a relaxed work environment, room for growth and development, paid time off, paid holidays, training, etc.
• Remote IT Solutions is dedicated to superior client service and is an Equal Opportunity Employer

About Remote IT Solutions:

Remote IT Solutions, LLC, is a Baltimore-based company that specializes in the successful integration and support of business network technologies. Our Team provides network and computer-related support services to small-to-medium sized organizations in the acquisition, distribution, installation, and support of computer and network systems nationwide. We are driven by a set of core values and beliefs, which include respect, honesty, integrity, accountability, dedication, kindness, courteousness, compassion and above all, a customer-driven mindset.

Work Remotely

• Yes

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call

COVID-19 considerations:
Work is primarily remote (at home) but when on-site at client sites, all appropriate Covid-19 precautions (masks, hand-washing, etc.) are followed.

Experience:

• Customer service: 3 years (Required)
• IT Troubleshooting: 3 years (Required)

Work Location: Multiple Locations