Technical Support Specialist - Level 1

Position: Technical Support Specialist – Level 1

Port Cyber is seeking to grow its technical team to keep pace with its steady growth. Port Cyber is a provider of fixed-price IT support to small and mid-size businesses in the DC metro area. The company is looking for highly motivated individuals with the ability to effectively communicate with both internal staff and clients. Candidates must also possess a strong information technology background and knowledge.

Position Summary

The Technical Support Specialist Level 1 (TSS - L1) role within the Support Services group will be responsible for ensuring all client-facing customer support requests are resolved in a complete, correct, and timely manner. Typical responsibilities are:

Triage - The TSS - L1 should be able to work effectively in a triage role, engaging with clients to understand and thoroughly document support requests, inquiring intelligently to make sure that all relevant information is gathered so that effective troubleshooting can begin when the ticket is assigned.

Tier 1 Issue Resolution - For simple day-to-day issues (typically with desktop support or basic cloud services), the TSS - L1 should be capable of taking ownership of issues and either solving them directly or engaging the correct internal or external resources to drive the issue to resolution.

Monitoring and Response – At times, the TSS - L1 will assist with network and server monitoring to ensure maximum uptimes for all clients.

Documentation – Along with all other technical staff, the TSS - L1 will participate in reviewing and maintaining documentation of clients’ information technology infrastructure and systems.

Preferred Experience Background

This is an entry level technical position. The ideal candidate will have excellent customer service skills and a strong desire to learn and troubleshoot new technologies. Excellent verbal and writing communications skills are paramount, as is the ability to track and work on multiple tasks. At least some basic experience troubleshooting in Windows and Mac desktop support in a business environment and basic TCP/IP network troubleshooting experience is desired. This position will be highly collaborative with staff members of varying experience and will provide numerous opportunities to learn new skills and take on additional responsibilities.

Responsibilities

All areas of responsibility listed below are essential to the satisfactory performance of this position. Any non-essential functions are assumed to be included in "other related organizational and logistical duties as may be reasonably assigned":

• Provide triage and initial troubleshooting for tickets via phone and email.
• Resolve level 1 tickets via remote support
• Coordinate on-site visits as needed for system troubleshooting and new system setup
• Respond to and triage system outages, virus notifications and backup reports
• Update minor changes in client documentation
• Maintain response SLAs and follow standard operating procedures for triage and troubleshooting.
• Collaborate with other Support Services staff to ensure a positive and effective client experience.
• Provide regular status updates to Director of Support Services ger and other senior staff.
• Attend regular individual and team supervision meetings
• Maintain top-level customer service and communications, both written and verbal, within Port Cyber and with clients.
• Participate in training and development of customer service and technical skills.
• Participate in Port Cyber on-call rotation

Required Experience

The position requires familiarity and general operating skill levels with the following technologies:

• Windows Desktop OS
• Microsoft Office Applications
• Windows Active Directory
• Microsoft 365
• Basic TCP/IP network troubleshooting
• Wireless Network Connectivity

Preferred Experience

• Windows Server OS
• Mac OS
• Microsoft Entra
• Managed Antivirus/EDR solutions
• Managed backup solutions

Education and Certifications Preferred, Not Required

• Two-Year or Four-Year Bachelor's degree in Computer Science or Information Systems, or other related disciplines
• Certifications: CompTIA A+, Network+, Security+, Microsoft

Additionally Must Possess

As TSS - L1, you will interact extensively (both over the phone and in person) with end-users that possess a wide range of technical knowledge. As such, you will need to possess strong analytical skills, excellent interpersonal skills, ability to design workable solutions to problems in a timely manner, the ability to travel to client sites (local travel only) and a strong customer service ethic.

You may be responsible for, and candidates should be able to perform light physical work. Examples would include things such as lifting, moving, and relocating computers or other information technology infrastructure within an office or data center facility.