SquarePlanIT IT Support Specialist Monroe, LA · Full time Company website

Apply for IT Support Specialist

SquarePlanIT is a dynamic and forward-thinking, security-first professional IT managed services provider (MSP) dedicated to delivering top-tier technology solutions to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. As a member of our team, you will play a crucial role in providing high-quality professional IT services and enhancing the business operations of our clients through innovative technology solutions.

Summary

We are seeking a skilled and motivated IT Support Specialist to join our team. In this role, you will be responsible for diagnosing and resolving hardware, software, and network issues for our clients. Your expertise will contribute to maintaining smooth IT operations, implementing proactive solutions, and ensuring client satisfaction. This role is in-person at our Monroe, LA office with a potential for hybrid schedule in the future.

 

Role Responsibilities

·      Provide technical support to clients via phone, email, remote tools, and occasional on-site visits.

·      Provide excellent customer service backed by great communication to our clients.

·      Diagnose and resolve complex hardware and software issues across diverse client environments.

·      Troubleshoot and resolve network connectivity issues, firewall configurations, and VPN setups.

·      Install, configure, and maintain operating systems and software applications within client networks.

·      Manage user accounts, permissions, and access rights across multiple client systems.

·      Maintain comprehensive documentation of technical procedures and contribute to our internal knowledge base.

·      Monitor and optimize client system performance, applying updates, patches, and security measures as required.

·      Assist with hardware and software procurement, inventory management, and asset tracking for clients.

·      Contribute actively to IT projects, including planning, executing system upgrades, migrations, and deployments.

·      Provide remote troubleshooting and remote desktop assistance to clients efficiently.

·      Stay informed about industry trends and emerging technologies, suggesting innovative solutions to enhance client IT environments.

·      Identifying and suggesting possible improvements on internal workflows and procedures.

·      Design, configure, troubleshoot, and support Windows servers and desktops, small business networks, and related infrastructure.

·      Administer a variety of cloud services in support of our clients’ technology needs.

·      Other technical and administrative tasks as required.

 

Qualifications

·      Two or more years of experience working in Information Technology.

·      Demonstrated experience as a Level 2 IT Support Engineer or equivalent.

·      Strong expertise in diagnosing and resolving hardware, software, and network issues.

·      Proficiency in operating systems (primarily Windows) and various software applications.

·      macOS experience a plus.

·      Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.

·      Excellent communication skills, with the ability to explain technical concepts clearly to non-technical clients.

·      Is empathetic, patient and kind when working with non-technical people.

·      Passionate about helping people.

·      Experience with remote support tools and methodologies.

·      Industry certifications (CompTIA A+, Network+, Microsoft, Cisco) are advantageous.

·      Strong problem-solving and critical-thinking skills.

·      Ability to work both independently and collaboratively.

·     Flexibility to adapt to changing client needs and technology landscapes.

 

Key Characteristics of the Ideal Team Member

What makes a good team member? It starts with (but doesn't end with) the below key characteristics of our team. These three key characteristics are vital to support our Guiding Principles and Company Values.

 

Exceptional Work Ethic & Customer Service

We want to work hard and play (or relax) hard. What does that mean? It means that when we're working, we're giving it 150%, and when we're out of the office, whether it's after-hours, on vacation, home sick, or just a day off, that we respect each other's time and will never bother someone who’s out of the office.

In all things, we want to exude positive energy. We want to be friendly, upbeat, positive, empathetic, understanding, and always be happy to help. Often, the person we're assisting with a technology issue is frustrated, upset, or in a hurry. We want to empathize with their position and impact them in a positive way - not only in resolving their issue but being a friendly voice on the other end of the phone, video call, or email. We always want someone to leave an interaction with someone on our team and feel uplifted, energized, and cared for.

Continuous Improvement

We value continuous improvement. You should always be learning. If you're not growing, you're dying, and the rest of the world is passing you by. The challenging thing about technology is that it's always changing, which is also what makes technology fun. We embrace change, we embrace learning, we embrace improvement.

Optimism

We are relentlessly optimistic. We don't fear what we don't know. If there's something we don't know, we'll figure it out, and we'll be better for it!

 

Company Values

·      We put integrity first.

·      We provide above and beyond customer service, going the extra mile and treating our clients’ problems as our own.

·      We partner with our clients to ensure our mutual success.

·      We build long-lasting relationships to empower small business growth.

·      We are available to our clients when they need us the most.

·      We are customer zero. We are the first to use the products and services we offer.

Our Code of Ethics

SquarePlanIT is a proud member of the National Society of IT Service Providers, an organization that promotes education, professionalism, and advocacy for IT service providers. Our Code of Ethics is aligned with that of the NSITSP and strives to ensure that our clients are served by professional consultants who value honesty, integrity, and professionalism in all activities. Learn more at https://squareplanit.com/code-of-ethics/

Community Engagement

We believe in making our community a better place to live and work. Our team is engaged in several non-profit community organizations including those that promote recycling, waste reduction and beautification to ensure long term sustainability. We also partner with a number of non-profits to provide no-cost professional IT services.

We offer up to 12 hours of Community Engagement Leave annually. This is paid time off that can be used to volunteer with an approved nonprofit or community organization during regular work hours.