Experienced IT Support Specialist – Hybrid Remote Work Opportunity for Customer-Focused Technical Professionals

Introduction to Averro and Our Mission

Averro, a Veteran-Owned organization, is dedicated to delivering innovative technology services, business consulting, and talent solutions that propel businesses and careers forward. Our ethos, "Family First | Be Uncommon | Culture Wins," reflects our commitment to client satisfaction, timely support, and unmatched consultant care. We prioritize our team members' growth and well-being, fostering a culture that values diversity, equity, and inclusion in the workplace. As an equal opportunity employer, we welcome applications from qualified candidates of all backgrounds.

Job Overview

We are seeking an experienced IT Support Specialist to join our national IT Team, providing first-level support for all inquiries and managing local IT tasks at our remote office. The ideal candidate will possess a strong technical skillset, excellent customer service skills, and a motivated approach to resolving IT issues. This hybrid role offers a competitive salary, opportunities for growth, and a dynamic work environment that combines remote work with on-site responsibilities.

Key Responsibilities

• Act as the primary point of contact for IT issues within company locations, collaborating with national IT team members to resolve tickets efficiently.
• Maintain the IT ticketing system, ensuring timely updates and comments to keep internal customers informed.
• Take ownership of managing IT issues from start to finish, working with staff to provide computer systems, security, and software training.
• Locally, manage non-enterprise systems, such as badge or camera systems, and provide hands-on IT assistance as needed.
• Aim to achieve a 75% completion rate for tickets on first contact with customers, escalating issues to senior team members or external providers when necessary.
• Supervise and assist team members with issues in multiple offices, ensuring seamless IT support across locations.
• Participate in onboarding and offboarding employees, maintaining confidentiality of company information and adhering to HIPAA regulations.

Essential Qualifications

• High school graduate or GED equivalency, with at least five years of experience in IT infrastructure and systems administration.
• Alternatively, a BS in a related field with three years of experience is acceptable.
• Well-developed customer service skills, with a proven track record of providing excellent support.
• Ability to work independently, with remote management and teammates, and demonstrate a superior work ethic.
• Strong attention to detail, with the ability to follow up on assignments and perform detail-oriented work.

Preferred Qualifications

• Medium to expert knowledge of desktop hardware and operating systems (Windows 10).
• Experience with ticket logging systems and Microsoft (Office) 365.
• Basic systems management experience with Microsoft 365 and other common IT platforms.
• Knowledge of server administration, Clinical Research software, or phone systems is desirable.
• Understanding of network infrastructure, switches, firewalls, or other hardware and software is a plus.

Career Growth and Learning Opportunities

At Averro, we prioritize our team members' growth and development, offering opportunities for training, mentorship, and career advancement. As an IT Support Specialist, you will have the chance to expand your technical skills, work with a diverse range of technologies, and contribute to the success of our national IT Team.

Work Environment and Company Culture

Our hybrid work model combines the flexibility of remote work with the benefits of on-site collaboration. Our remote office provides a dynamic and supportive environment, with a team that values open communication, teamwork, and mutual respect. We prioritize work-life balance, offering a range of benefits and perks to support your well-being and career goals.

Compensation, Perks, and Benefits

We offer a competitive salary, group medical insurance, 401K retirement savings, sick leave, and an employee assistance program. Our benefit packages are designed to meet the diverse needs of our team members, with options for PTO, paid holidays, and optional pet and legal insurance.

Conclusion

If you are a motivated and customer-focused IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As an IT Support Specialist at Averro, you will have the chance to work with a talented team, develop your technical skills, and contribute to the success of our organization. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and discover a workplace that values your growth, well-being, and success.