Position Description

Expedient Technology Solutions (ETS) is a rapidly growing managed IT services company located in Miamisburg, Ohio. ETS has developed a strong reputation for providing outstanding customer service by fostering a culture of continued growth, honesty, and WOW through service.

We are seeking an End User Support Specialist within the Helpdesk Department. This position is intended to be a strategic partner with the Helpdesk team and highlight your IT journey to ultimately grow within the company. Whether your career goals are in cybersecurity, infrastructure, or penetration testing, we are committed to help guide you on your journey with experience, development, and certifications.

We pride ourselves in bringing on good teammates that foster our WOW through service culture. We are a drama-free, collaborative work environment and enjoy providing personal and professional growth to all employees.

Essential Skills

• Effectively communicate with clients via email and phone, while maintaining professionalism and supporting the ETS Core Value of Communication.
• Provide accurate descriptions and explanations for quality assurance in each ticket through the RMM system.
• Ability to properly enter resolution notes for each client interaction.
• Answer, prioritize, and triage each call as appropriate.
• Collaborate with team members on projects and issues. Provide and receive training, as necessary.

Responsibilities

• Work assigned client tickets that can be resolved in-house in a detailed and efficient manner. This is done by over the phone assistance and logging into client machines remotely.
• Preform account terminations, application support/vendor liaison, active directory, and file permission changes.
• Work on computer performance issues and email configuration/changes.
• Minor firewall changes and network connectivity troubleshooting.
• Document and record time for all actions taken when working or resolving customer issues in the RMM system.
• Triage incoming service tickets following the ETS process guidelines.
• Assist in creating documentation and procedures as you see the need.
• Be proactive in seeking additional duties and responsibility.
• Participate in the on-call rotation.

Desired Educational, Training Requirements, & Length of Experience

• An associate degree in a related technical role is preferred.
• One year of experience in a related technical role is required.
• Preferred certifications include CompTIA A+, CompTIA Security+, CompTIA Network+.
• There are company specified certifications you must achieve to be in this position.

What is in it for you?

We offer a competitive total rewards program that includes:

• An executive team that cares about you and your career growth
• An individualized company paid certification plan to continue your growth and development
• Competitive PTO and flexible work schedule
• Competitive Health Insurance Package
• Employer paid Life Insurance
• Dental & Vision insurance
• Retirement plan (401K) with company match

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Experience level:

• Under 1 year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Miamisburg, OH 45342: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 1 year (Required)

License/Certification:

• CompTIA A+ (Required)

Work Location: In person

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