IT Support Specialist

Position Summary

This full-time exempt role supports client sites on both a local and remote basis. The IT Support Specialist handles Tier 1 and Tier 2 service requests, responding to issues proactively and reactively while working from Entech’s service desk and, at times, from staffed locations or directly at a client site. The position calls for independent problem-solving as well as strong teamwork, with responsibility for phone support, onsite troubleshooting, remote access assistance, and escalation of issues when needed. The role also includes keeping the ticket queue healthy, logging time and notes accurately, and managing daily workload and board activities.

About Entech

Entech is a managed IT services provider with 28 years of experience delivering secure and dependable technology support to businesses across Florida. The company supports client environments through help desk services, infrastructure management, cybersecurity, cloud platforms, and long-term IT planning so organizations can focus on their core operations. Entech has offices in Fort Myers, Naples, Bradenton, and Fort Lauderdale and continues to expand its team of technology professionals across Southwest and Southeast Florida.

Key Responsibilities

• Diagnose, record, and resolve end-user problems while maintaining a high level of customer satisfaction.
• Support users with reactive issues involving Windows desktops and servers, Microsoft 365, Azure, firewalls, managed switches, and LAN/WAN connectivity.
• Respond to proactive alerts and monitoring events, including backups, malware concerns, hardware failure warnings, licensing issues, and related incidents.
• Track and prioritize daily tickets and scheduling so assigned work is addressed within agreed service targets.
• Keep customers informed about incident status, upcoming changes, and any approved service interruptions.
• Help strengthen client service quality, customer perception, and overall satisfaction.
• Clearly communicate the scope of hourly work to clients.
• Collaborate effectively with teammates and maintain clear communication.
• Escalate service or project matters that cannot be completed within the required service levels.

Technical Requirements

• Working knowledge of Windows 10 and Windows 11 troubleshooting.
• Ability to support workstation and server hardware.
• Experience with printers and multifunction devices.
• Comfort with standard Windows applications and Microsoft Office.
• Understanding of email and mobile device connectivity.
• Basic troubleshooting ability for macOS.
• Knowledge of IPv4 and IPv6 concepts.
• Ability to troubleshoot LAN/WAN connectivity issues.
• Exposure to Hyper-V, vSphere, Citrix, SQL, and Terminal Services.
• Working knowledge of Active Directory.
• Familiarity with Windows Server 2008 through 2022.
• Ability to troubleshoot and configure VPN connections such as Cisco, SonicWall, OpenVPN, and IPsec.
• Experience supporting Microsoft 365 and Microsoft Azure.

Required Skills and Abilities

• Broad understanding of information systems, hardware, and software, with the ability to stay current on evolving technologies.
• Ability to read and understand documents, write routine reports and correspondence, and communicate clearly in English.
• Basic mathematical ability.
• Capacity to use judgment and common sense when following written, verbal, or diagram-based instructions.
• Ability to remain calm and effective in stressful situations.
• Strong attention to detail, organization, multitasking ability, and communication skills.

Education and Experience

• High school diploma or GED is required.
• Two years of college or equivalent work experience is preferred.
• One to two years of experience in a technical support or service desk environment is preferred.

Certifications

• CompTIA A+ or an equivalent credential.
• CompTIA Network+ or an equivalent certification is preferred.

Benefits

• Free employee medical insurance.
• Additional employer-paid medical plan options.
• Fully vested 401(k) matching.
• Flexible time off with unlimited paid leave days.
• Free $10,000 life insurance coverage.
• Six paid holidays, plus Black Friday.
• Flexible scheduling options.
• Employee events and annual culture-building activities.
• Optional dental, vision, accident, hospital, short-term disability, long-term disability, identity theft protection, and additional life insurance coverage.

Additional Information

This employer is an equal opportunity employer and participates in E-Verify for all employees. The role requires successful completion of a level 2 background check and a pre-employment drug screening. A valid driver’s license is mandatory.