IT Support Specialist

Hemisphere Solutions is an outsource IT provider serving all technical needs for a range of non-profits and small to mid-size businesses. We are looking for skilled IT professionals interested in joining our growing team in Bellingham, WA.Individuals in this position are responsible for providing technical assistance and support related to computer systems, hardware, or software. Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of the IT Support Specialist s day-to-day role.
An ideal candidate must effectively interpret, diagnose, resolve and follow up with issues reported by customers. The representative must be an excellent communicator, highly organized, and self-motivated to professionally support the customer via telephone, email communications and on-line case management.

Essential Skills & Responsibilities:

• Provide technical assistance, in person, over the phone, or via remote-access for incoming queries and issues related to computer systems, software, and hardware
• Ask questions and get information in order to diagnose computer problems and discern what level of support is needed when a problem is presented
• Install, modify, and repair computer hardware and software
• Diagnosing issues with computer software, peripherals, and hardware
• Talking clients through basic problem-solving processes
• Providing basic computer training
• Following up with clients
• Ensure proper recording, documentation, and closure of service tickets
• Resourcefulness and quick-thinking nature to troubleshoot technical issues as they arise
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time
• Commitment to preserve and grow your knowledge of help desk procedures, products, and services
• Ability to meet deadlines and adjust to changing priorities
• Ability to quickly gain new skills and knowledge when faced with new challenges
• Work as part of a team in stressful situations; maintain composure and sense of humor in the face of heavy workload and constant interruptions
• Business awareness: knowledge of the customer and how IT relates to their business
• Provide best-in-class IT services to our client base
• Attention to detail
• Other Tech support duties as assigned

Qualifications & experience:

• Technical support/customer service help-desk experience
• Demonstrated level of success in the development of client relationships
• Proficient in Microsoft Office and Windows operating systems in a domain environment
• Enjoy working with customers and external audiences
• Understanding of cloud computing services
• Ability to work independently, take initiative, and have a strong desire to learn
• Excellent critical thinking skills, including troubleshooting, problem analysis, and resolution
• Applicants must have a clean criminal history. All job offers will be contingent upon successful completion of a criminal background check.

Nice to Haves:

• 2+ years of IT experience
• Prior account management experience or experience servicing clients
• Microsoft SharePoint & Microsoft 365 experience
• A Bachelor's degree in Business, Information Systems or other applicable degree in related fields

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program

Schedule:

• No nights
• No weekends

Supplemental Pay:

• Bonus opportunities

Work Location: In person