Systems Support Specialist

Posted 9 months ago

SouthTech is seeking a level one technician to provide Help Desk and technology support to external SouthTech clients.  Systems Support Specialists must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent needs. The support process for addressing client needs includes all phases of troubleshooting including; interpretation, analysis, research and resolution of reported technical problems. Client service and the ability to successfully empathize, interact, communicate with and respond to client needs and requests are the primary function of this position.  It is expected that all client interactions will be performed at the highest level of customer service and professionalism.  They will work very closely with other technical resources and the Management team to ensure clients receive an outstanding support experience.  They must be able to both document and effectively communicate the technical troubleshooting concepts and steps they’ve taken.  The position relies on instructions and pre-established guidelines to perform the functions of the job, working under the supervision of a team lead or manager.

This position offers candidates a chance to join an established company that provides continued opportunities for growth and professional development. The working environment promotes strong values and encourages employee development, diversity, and requires customer service excellence. SouthTech offers an attractive compensation and benefits package, including 401(k) plan, health and life insurance, HSA accounts, and paid time off (PTO).

Salary will be commensurate with applicable skills sets, certification(s) and experience.

All selected candidates are subject to a satisfactory background check.

This position may require limited travel in the local area.

Essential Duties and Responsibilities:

  • Responsible for receiving, logging and responding to client calls for technical assistance.
  • Providing level one or level two technical support and performing troubleshooting, problem diagnosis, resolution, or escalation.
  • Providing technical assistance in setup, installation and configuration of hardware and software.
  • Performing daily, weekly and monthly managed services tasks and distributing client reports.
  • Assess and troubleshoot client needs and provide recommendations for solutions.
  • Work directly with end users and executive management.
  • Trouble ticket assessment and assignment and working with team members to coordinate timely resolution.
  • Willingness to be on-call for support issues during non-business hours.


  • Excellent communication and interpersonal skills, as direct communication with clients and co-workers is essential.
  • Minimum of an associate\\\’s degree, bachelor\\\’s degree preferred, in an IT curriculum.
  • 3 to 5+ years of IT helpdesk experience.
  • Must exhibit strong analytical and customer service skills.
  • Requires knowledge of Windows-based computers: hardware and software components.
  • Experience with support of mobile devices (Android, iOS, Windows) for business use.
  • Training/practical knowledge of networking principles, LAN, remote access, TCP/IP and security configurations required.
  • Willingness to be on-call for support issues during non-business hours.
  • Multi-tasking and organizational skills a must.
  • Lead technologist experience on an on-going or project basis preferred.
  • Willingness to work within a team environment, yet capable of working independently with minimal supervision.
  • Microsoft certifications are a plus.

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