The Technical Support Specialist is responsible for providing remote and on-site technical support to multiple managed service clients. This role handles escalated desktop, Microsoft 365, network, and security issues while maintaining excellent customer service, accurate documentation, and adherence to service level agreements. The ideal candidate possesses strong troubleshooting skills, experience in an MSP environment, and the ability to manage multiple priorities effectively.

• Provide first- and second-level technical support for end users by troubleshooting hardware, software, networking, Microsoft 365, and cybersecurity-related issues.

• Manage support tickets, maintain technical documentation, onboard and offboard users, configure workstations and mobile devices, and deliver exceptional customer service while ensuring timely issue resolution and adherence to company procedures.

• Ability to diagnose and resolve technical issues independently

• Strong troubleshooting and root cause analysis skills

• Ability to prioritize multiple support requests effectively

• Strong knowledge of Microsoft 365 administration

• Experience with Active Directory, Group Policy, and Entra ID (Azure AD)

• Windows 10 and Windows 11 deployment, troubleshooting, and support

• User onboarding, offboarding, and account management

• 2-5 years of IT support or help desk experience

Prizm is a leader in delivering enterprise-level technology services. Our core offerings include managed IT services, copier/printer sales and service, document management, and BCDR (business continuity/disaster recovery) solutions. Through our technology partners, we deliver a one-stop shop approach to take the worry out of businesses' technology needs and performance so they can focus on what they do best!