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IT Support Specialist
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Job Description
IT Support Specialist | New Era Technology
The Tone:
This is a Full-time role at New Era Technology, located in Durham, NC. New Era Technology is dedicated to securely connecting people, places, and information through comprehensive technology solutions at scale. This role is crucial for ensuring our clients receive exceptional technical support, maintaining system integrity, and fostering strong relationships built on reliable service. You will join a “People First” culture that emphasizes continuous learning, collaboration, and personal growth, empowering you to make a significant impact.
The TL;DR
• Role: Full Time
• Location: Durham, NC (In-person)
• Team: Part of a collaborative team environment, dedicated to client service.
• Mission: To provide expedient and professional IT support to clients by logging, troubleshooting, and resolving incidents, while building outstanding client relationships.
• Tech Stack: Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper
What You’ll Actually Do
• Client Support: Provide direct technical support to clients by answering, logging, and troubleshooting incidents in a professional and timely manner.
• Hardware Management: Monitor computer hardware performance, diagnose system issues, install new components like RAM and disk drives, replace defective parts, clean equipment, and perform post-repair testing.
• Software & OS Configuration: Set up new computer configurations, deploy OS images, and install, configure, upgrade, and troubleshoot software applications, including managing rollout projects.
• Issue Resolution & Tracking: Utilize IT Service Management tools to track and route problem and request tickets, ensuring cases are updated, prioritized, and escalated as required.
• System Security & Maintenance: Conduct system health checks and implement mitigation strategies to meet software and security standards, including managing encryption, patching, and backups.
The Must-Haves
• Background: Tertiary qualification in a relevant field. This role is suitable for Early Career professionals.
• Experience: Minimum of 1 year experience with installation and troubleshooting in a technical environment. Proven knowledge and experience providing customer services in an IT environment. Practical experience using case management/support ticketing systems. Direct experience with Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, and/or Casper.
• Skills: Sound logical diagnostic ability, critical thinking and analytical capabilities for troubleshooting and problem solving, ability to install and configure hardware and software, proficiency in supporting Office 365.
