Technical Support Specialist

The Technical Support Specialist will provide support to end users for computer, application, system, device, access, and hardware issues. Identifies, researches, and resolves the most complex technical problems. Responds to telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates with other teams or specialists to resolve an issue.  

• Reset password, unlock accounts, setup Microsoft Authenticator, create mailboxes/distribution groups, SharePoint sites, laptop setup/reset, support business applications. 
• End user support – virtually and/or on-site if near a physical office. 
• Hardware, software, and network troubleshooting. 
• Ticket management and prioritization with timely follow-up and resolution or escalation as needed. 
• On-site liaison (if located near a physical office) for all internal IT issues and requests. 
• Mass edit import, exporting, and scripting. 
• May be responsible for the resolution of escalated issues of higher difficulty. 
• May train, coach or assist less experienced team members. 
• Minor administrative duties for general office support 
• Other duties as assigned and directed. 

• 1- 3 years of experience in related field. 
• Analytical Problem solver. 
• Ability to prioritize and handle multiple requests concurrently. 
• Expertise in operating systems and application software. 
• Working knowledge in major desktop operating systems and in major network operating systems. 
• Experience with the followings systems & software: Microsoft Office 365 / Azure, Active Directory, Webex, PowerShell, Microsoft Windows / Apple OS Desktops, Ticketing System, SharePoint 
• Experience with basic end user administration, including network and general account maintenance.         
• Solid Desktop skills. 
• Strong troubleshooting skills. 
• Experience in communicating with users in problem situations. 
• Good oral and written communication skills with the ability to articulate issues. 
• Strong organizational skills, close attention to detail, and ability to thrive in a fast-paced highly technical work environment.   
• Strong time management skills, ability to work well independently and as part of a team, good prioritization skills, good analysis and troubleshooting skills. 

• You'll work with a great group of people in a highly collaborative team and results oriented atmosphere
• You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle
• You’ll work with large, sophisticated, and progressive clients throughout North America
• We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.

Notices

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. 

NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. 

NRI North America will accept applications on an ongoing basis.

NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. 

If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to CareersBegin@nri-na.com.