About Company
ITS Group (Information Technology Services Group) is a leading provider of comprehensive IT solutions and managed services, empowering businesses across various industries to thrive in today’s dynamic technological landscape. With a strong commitment to innovation and unparalleled customer success, we help organizations leverage cutting-edge technology effectively, streamline operations, and achieve their strategic goals. Headquartered with a robust presence in Bradenton, Florida, we pride ourselves on our client-centric approach, fostering long-term partnerships built on trust, reliability, and exceptional service quality. Our team of dedicated professionals thrives in a collaborative, supportive environment where continuous learning and professional growth are highly valued. We believe in creating a culture that celebrates achievement and encourages every individual to reach their full potential, contributing to both their personal success and the collective advancement of our company and clients. Join us and be part of a team that’s redefining IT excellence.
Job Description
Are you a highly motivated and tech-savvy individual with a genuine passion for problem-solving and a desire to help others navigate the complexities of technology? ITS Group is actively seeking a proactive and enthusiastic Technical Support Assistant to join our dynamic team in a hybrid work model. In this pivotal role, you will serve as the crucial first point of contact for our valued clients, providing essential support for a wide array of technical issues. Your responsibilities will span from expertly troubleshooting software glitches and diagnosing hardware malfunctions to assisting with network connectivity challenges and configuring various system settings. You will play an instrumental part in ensuring our clients’ critical IT infrastructure operates smoothly and efficiently, minimizing downtime and maximizing productivity.
This position offers a unique and invaluable opportunity to significantly grow your technical expertise, interact directly with diverse client environments, and contribute meaningfully to a company renowned for its exceptional service delivery. We are specifically looking for someone who is not only technically proficient but also possesses outstanding communication skills, a high degree of empathy, and a proactive, customer-focused approach to problem resolution. If you are eager to learn new technologies, highly adaptable to evolving challenges, and ready to make a tangible and positive impact on businesses, we strongly encourage you to apply. Become a key player in our mission to deliver outstanding IT support and client satisfaction. This hybrid role thoughtfully balances the necessity of on-site presence for collaborative team efforts and specific technical tasks, with the flexibility and convenience of remote work.
Key Responsibilities
- Provide comprehensive first-line technical support to clients via phone, email, and chat, efficiently addressing a wide range of hardware, software, and network-related issues.
- Skillfully diagnose and resolve technical problems in a timely manner, escalating complex or persistent issues to senior technicians and specialized teams when necessary.
- Install, configure, and meticulously maintain computer systems, operating systems (e.g., Windows 10/11), and various business applications.
- Assist clients with routine requests such as password resets, account unlocks, and provide guidance on basic system navigation and feature usage.
- Accurately and thoroughly document all support interactions, troubleshooting steps, and resolutions within our centralized ticketing system (PSA software).
- Conduct remote diagnostics using specialized tools and provide clear, step-by-step guidance to users to facilitate problem resolution.
- Actively participate in scheduled on-site client visits or office days for critical hardware setup, preventative maintenance, system upgrades, or specific project requirements as needed.
- Collaborate effectively with team members to share knowledge, document best practices, and continuously improve overall support processes and client experience.
- Stay consistently updated on new technologies, company services, and industry trends to provide the most informed and current support possible.
Required Skills
- Minimum of 1.5 years (18 months) of hands-on experience in a technical support, help desk, or similar IT service role.
- Proficiency in troubleshooting and supporting Windows operating systems (Windows 10/11) and common Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Solid basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and wireless (Wi-Fi) connectivity.
- Familiarity with computer hardware components, peripherals, and the ability to provide basic support for mobile devices (iOS, Android).
- Excellent verbal and written communication skills with a demonstrated strong customer service orientation and ability to explain technical concepts clearly.
- Proven ability to diagnose and resolve technical issues logically, efficiently, and systematically.
- Strong organizational skills, meticulous attention to detail, and the ability to manage multiple priorities effectively.
- Capability to work effectively both independently and collaboratively as part of a team in a dynamic hybrid work environment.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a closely related technical field.
- Relevant industry certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience with remote monitoring and management (RMM) tools and professional services automation (PSA) software.
- Familiarity with cloud services and platforms (e.g., Microsoft 365, Google Workspace, Azure).
- Prior experience working in a Managed Service Provider (MSP) environment.
- Basic scripting knowledge (e.g., PowerShell) for automation tasks.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- Generous paid time off package, including vacation, sick leave, and company-recognized holidays.
- Robust 401(k) retirement plan with competitive company matching contributions.
- Significant opportunities for professional development, ongoing training, and continuous learning.
- A collaborative, supportive, and engaging team environment that values innovation and mutual success.
- Flexible hybrid work model designed to promote work-life balance and employee well-being.
- Access to cutting-edge technology, tools, and resources to enhance your professional capabilities.
- Employee assistance program offering confidential support for personal and professional challenges.
- Company-sponsored social events and team-building activities to foster strong camaraderie.
How to Apply
Ready to embark on a rewarding career with ITS Group and make a real impact? We encourage you to click on the application link below to submit your resume and a compelling cover letter directly through our careers portal. Please highlight your relevant experience, technical proficiencies, and explain why you believe you’d be an exceptional fit for our dynamic team and this hybrid role. We eagerly look forward to reviewing your application and potentially welcoming you to the ITS Group family!