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IT Support Services Specialist - F/T in Traverse City

ABOUT YOU:  

You’re a natural problem-solver with a foundational knowledge of PCs and network infrastructure.  In your past work experience, you’ve learned a thing or two about how to communicate with customers and work as part of a team. Ideally, your experience includes providing support to others via phone, whether in a helpdesk role or a customer service position.  Your peers and previous employers would attest to your strong work ethic and warm personality.

You aim to have stability and good benefits, but also training and opportunities to grow. You have high aspirations and don’t want to be siloed on an internal corporate IT staff.  You want to work someplace where people carry their weight, but also know how to have fun and be friendly.

ABOUT US:

Safety Net is an award-winning IT firm in our 14th year of business. We believe in bringing enterprise-class IT management to small and midsize businesses. We’re consistently growing, which means professional growth opportunity for our team members. Providing a highly skilled team to our clients is a core part of what we do, so we pay for training – a lot of it. As a company, we strongly believe that if we take great care of our staff, the staff will take great care of our clients. If you have a family (or, just a life!), so do we; we understand the importance of flexibility whenever it’s possible.  We know that customer satisfaction and job satisfaction are linked, so we make efforts to have fun in the office, make sure all staff members are equipped with great technology, and have a comfortable work environment. We also have a “no jerks” hiring policy.  To provide consistently great service to clients, we embrace process (Lean, ITIL, CRM, you name it), so if you like to go about your work all haphazardly, we’re probably not the best place to apply.

ABOUT THIS POSITION:

If you think you know what “Level 1 support” is, we turn that on its head. Many mundane tasks are automated, and people in this role at Safety Net aren’t limited to desktops or bound by strict escalation rules. They’re trusted to use their judgment and have experienced network administrators behind them as mentors. Do your training, prove competence, and you will work on server hardware, server OS and network devices. You can expect to spend most of your days at your desk with your teammates in the Network Operations Center (a bright, modern, awesome space), but have the opportunity to go to client sites for on-site support and the occasional install.  Promotion paths beyond this position include Sr. Support Services Specialist, Network Administrator, Client Team Lead, and Deployment Technician.

Critical Success Factors in this position:

Customer service acumen, problem-solving ability, and strong desire to learn

Key Tasks and Responsibilities:

  • Assist clients with support needs via remote access and on-site visits
  • Clearly document all activity
  • Participate in on-call rotation every 4-6 weeks, handling emergency after-hours tickets and alerts
  • Backup and restore data from computers
  • Repair virus and malware infections
  • Desktop application and operating system management (installation, configuration and  troubleshooting)
  • Network connectivity troubleshooting
  • Perform basic systems administration (Active Directory and Exchange)

Desired qualifications:

  • At least one year of relevant experience working as an support resource or technician
  • Strong interpersonal skills
  • Written communication skills: ability to correctly format, spell and punctuate business communications with appropriate word choice and clarity
  • Associate or Bachelor’s degree, or nearing completion of degree
    • Minimum 3.2 GPA
    • Equivalent work experience may be considered
  • Working knowledge of Microsoft Outlook, Word, and Excel
  • Ability to lift 30 pounds
  • Valid driver’s license

Extensive on-the-job training provided.  Compensation is commensurate with experience.  Position is eligible for a full benefits package including medical, prescription, dental and vision benefits, disability and basic life insurance, retirement plan, Paid Time Off (PTO), paid holidays, Shamrock Shakes, Hawaiian Shirt Day, a laptop, a nice chair, and free pizza.

 

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