Entry-Level IT Support Specialist at Twinstate… · Plattsbur…

Twinstate Technologies is where cybersecurity, IT, and client satisfaction come together. With over 50 years of industry leadership in Managed Cybersecurity and IT, we prioritize security above all, adhering to industry standards in our designs to safeguard our clients' systems and ensure business continuity. As dedicated partners, we boost productivity and enhance their bottom line, delivering tailored solutions that exceed expectations. Twinstate Technologies is where innovation meets Exceptional Experiences for our clients.

Our Core Values are the deeply ingrained principles that guide all our company’s actions. 

• Integrity - A cohesive blend of trust, support, honesty that is threaded into our day-today activities/actions.
• Innovation - Transforming expectations in a manner that educates and utilizes all resources to provide an "Exceptional Experience".
• Grit - Is the courage to persevere through times of struggle. Recognizing these times are when true breakthroughs happen, leading to the path of growth and achievements.
• Continuous Improvement - Words are in alignment with actions. Individuals are accountable to contribute to the team through knowledge transfer, expertise, team-focused approach to solving issues and creating efficiencies.
• Team Driven - The foundation to success. We recognize the value in each other, support one another, practice active listening, and be positive contributors.

Position Overview
We are looking for a proactive and tech-savvy Entry-Level IT Support Specialist to join our team. This role is perfect for individuals who are passionate about technology, enjoy problem-solving, and are eager to learn. You will be the first line of support for technical issues, leveraging your ability to adapt and use various resources to resolve challenges effectively.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network issues to end-users.
• Utilize tools like Google, Reddit, Spiceworks Community, AI Platforms, and other helpdesk resources to research and resolve technical problems.
• Troubleshoot and resolve issues related to Windows operating systems, common business applications, and peripherals.
• Document and track support requests in a ticketing system to ensure timely resolution and follow-up.
• Adapt to interruptions and shifts in priorities, responding quickly to emergencies or high-priority requests.
• Safely step outside of your comfort zone when addressing unfamiliar issues, while knowing when to escalate to more experienced resources.
• Collaborate with team members to share knowledge and improve support processes.
• Working with higher tier support technicians to provide onsite support when required.
• Following documented processes to carry out changes and or implementations in applications and platforms.

Required Skills and Qualifications

• Strong interest in technology, demonstrated through personal or professional experience.
• Strong familiarity with Windows operating systems, Microsoft Office Suite, and other common applications.
• Proficiency in using search platforms (e.g., Google) and online forums (e.g., Reddit, Spiceworks Community, etc.) and AI platforms to research and resolve issues.
• Ability to work both independently and collaboratively in a team environment.
• Quick learner with a willingness to explore and adopt new technologies.
• Excellent troubleshooting and problem-solving skills.
• Comfortable handling interruptions and rapidly shifting priorities in a dynamic environment.
• Strong communication skills for effectively interacting with end-users and documenting solutions.
• Valid driver’s license.
• Able to travel regionally for work on client sites as required.

Preferred Qualifications

• Experience with IT ticketing systems and support processes.
• Basic understanding of networking concepts, hardware troubleshooting, and helpdesk operations.
• Familiarity with additional productivity and collaboration tools (e.g., Microsoft Office Suite, Microsoft Teams).
• Basic experience in providing support to remote users.
• Basic experience in using remote access tools and remote monitoring and management tools.

Work Environment

• Supportive and collaborative team culture with opportunities for skill development.
• Hands-on exposure to a wide range of technologies and real-world IT challenges.
• Dynamic work environment with flexibility to address evolving priorities and emergencies.

This role is ideal for a self-starter who enjoys learning, thrives under dynamic conditions, and is passionate about delivering excellent technical support.