Technical Support Specialist-User Management

$54,080 - $60,320/Yr

Source Select Group - Oldsmar, FL

Full-time - Mid Level

Remote - Oldsmar, FL

Administrative and Support Services

About the position

The Technology Operations User Management position is crucial for overseeing and managing user accounts, permissions, and access controls within the organization's technology systems. This role is responsible for the onboarding and off-boarding processes across all companies owned by the organization, which includes shipping hardware as needed and providing any requested setup or training. The specialist will work to improve these processes and establish necessary working documents or procedures to enhance efficiency and effectiveness. In addition to managing user accounts, the Technical Support Specialist will work within established end-user support protocols, which include the procurement of hardware and tools, event setup, and support. Maintaining quality service is essential, and the specialist will be expected to establish and enforce organizational standards. Adherence to the documented development and support processes, as well as team and company policies and best practices, is critical for success in this role. The position also involves dispatching third-party service providers for on-site support tasks, with manager approval, and communicating with the Service Manager regarding all critical requests submitted. Participation in team meetings is necessary, and the specialist must be available for a flexible on-call rotation. Occasional travel may be required, along with the potential for heavy lifting of equipment such as computers, routers, and switches.

Responsibilities

• Oversee and manage user accounts, permissions, and access controls within technology systems.
• Own the onboarding and off-boarding process across all companies, including shipping hardware and providing setup/training.
• Work to improve the onboarding and off-boarding process and establish working documents or procedures.
• Maintain quality service by establishing and enforcing organizational standards.
• Adhere to established development and support processes, team policies, and best practices.
• Dispatch third-party service providers for on-site support tasks with manager approval.
• Communicate with the Service Manager about all critical requests submitted.
• Participate in team meetings as necessary.
• Be available for a flexible on-call rotation.
• Occasional travel may be required.
• Occasional heavy lifting may be required.

Requirements

• 3-4 years of experience in a Service Operations environment including remote hardware and software support.
• Bachelor's degree in Management Information Systems (MIS) or related field preferred, or equivalent work experience.
• Proficient with Windows 10, Chrome, Active Directory, and Microsoft Office Suite (Office 365).
• Hands-on experience with desktop/laptop configurations and troubleshooting.
• Excellent verbal, phone, and written communication skills.
• Familiarity with a variety of troubleshooting tools, techniques, and ticketing systems.
• Strong customer service and problem-solving skills.
• Ability to elicit relevant technical details from end users.
• Ability to quickly diagnose, troubleshoot, and resolve hardware and software issues both hands-on and remotely.

Nice-to-haves

• CompTIA certification is a plus.
• 2 years of customer service experience preferred.
• 1 year of new hire computer onboarding experience required.
• 2 years of Active Directory experience required.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off