IT Support Specialist

Job DescriptionWe are currently looking for someone with a passion for technology in general, IT support and customer service to join our team as an IT Support Specialist. This is a permanent, full time position and the hours are Monday through Friday 8:00am to 5:00pm ET. We do have an on call rotation, typically every two to three weeks and we average one to two calls per quarter.This is an in-person, on-site position, it is not a remote-work position.Responsibilities:Positively represent the company to clients and provide empathetic and friendly customer service at all timesTriage of incoming support requestsRemote and On Site support for residential and commercial customers (computer troubleshooting, new computer setup and configuration, software installation and maintenance, user moves, adds, and changes, password resets, etc.)Routine maintenance (log review, backup testing, etc.)Assist other team members as neededOn call rotation for after hours and weekend callsKeep clear and accurate documentation of work performedRequired Skills / Qualifications:Highly customer focusedExcellent written and verbal communication skillsStrong attention to detail with impeccable follow throughAbility to multitask and prioritize workloadStrong knowledge of IT support principles and practicesAble to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environmentDependable and able to work both individually and in a team environmentStrong sense of ownership of client relationshipsExcellent time management and organizational skillsWorking knowledge of common off the shelf hardware and software (Microsoft Windows, Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for eachWorking knowledge of common cloud products (Microsoft 365, Google Workspace, Dropbox, etc.) and basic troubleshooting knowledge for eachFamiliarity with LAN/WAN technologies and protocolsWorking knowledge of general networking devices (routers, firewalls switches, etc.) and concepts (IP Addressing, DNS, DHCP, etc.) and basic troubleshooting knowledge for eachAbility to learn new technologies quickly and retain information from our many different clients network ecosystemsNavigation of common mobile device platforms (iOS, Android, etc.)Preferred Skills / QualificationsWorking knowledge of Active Directory (on-prem, Azure / Entra and hybrid)Strong working knowledge of multiple hardware firewall platforms (Checkpoint, SonicWALL, Fortinet, etc.)Strong working knowledge of multiple networking environments (UniFi, Meraki, Fortinet, etc.)Benefits IncludeA $200 per month healthcare allowance after 90 days of contiguous full time employment. Paid federal holidays after 90 days of contiguous full time employment. One week (40 hours) of paid vacation after 12 months of contiguous full time employment. Mileage reimbursement for travel. Free lunch on Fridays when KPIs are met. Company DescriptionCyber Tech Cafe is a 20+ year old veteran / family owned small business in Cartersville, GA. We provide IT Support to primarily small to medium businesses in and around the North Metro Atlanta area both via remote support tools as well as on site visits with a strong focus on customer service. Our primary objective is to make happy customers, ideally by working with them to help them make the best, most efficient use of technology to sustain and grow their business.Cyber Tech Cafe is a 20+ year old veteran / family owned small business in Cartersville, GA. We provide IT Support to primarily small to medium businesses in and around the North Metro Atlanta area both via remote support tools as well as on site visits with a strong focus on customer service. Our primary objective is to make happy customers, ideally by working with them to help them make the best, most efficient use of technology to sustain and grow their business.