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Remote Support Specialist

Maine Office: Portland

Logically is a vibrant, growing and fast paced IT consulting firm. With over 250 employees and offices in New England, Tennessee, New York, Nevada, and North Carolina, we are seeking a candidate to join our Help Desk team. If you have technical experience, a positive can-do attitude, and are customer-focused, this may be the right position for you. This position is located in our Portland, Maine office.

If you are looking for an opportunity to use your experience, knowledge and instincts in a fast- paced environment, then Logically, a leader in IT outsourcing and consulting, software development, and strategic technical advisory services may be right for you! The Remote Specialist position at Logically is part of the Tier 1 technical team and is responsible for providing regular phone support to a variety of customers in our Portland office. They also work directly with the Tier 2 staff to support escalations. This position will provide advice and consultation to customers and management on individual requests for assistance, advice, and recommendations relating to application, computer, and network issues. Additionally, Tier 1s employ systems analysis techniques and procedures, including consultation with clients, to determine hardware, software or system functional needs and, at times, address problems with those systems. Tier 1s will assist, as various projects may dictate, in the design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including the creation of pilot systems, based on client or system design specifications.

This position will work in our Portland, Maine office.

Responsibilities of remote support specialist staff include:

  • Work directly with dispatch for emergencies
  • Provide phone and remote support as needed
  • Monitor status of all open tickets
  • Notify responsible manager / account manager of high priority problems, critical status changes, client complaints, call aging and training
  • Enter revised status information into the incident management system
  • Mark tickets as done
  • Contact client to verify incident is resolved and that service was satisfactory
  • Update tickets with client response and time entry
  • Complete all assigned operational and procedural tasks
  • Assist with general administrative tasks as needed

Desired Skills and Experience:

  • Demonstrated ability to exercise good judgment independently on myriad of system-related client matters and other client matters of significance
  • Have a positive attitude, be self-motivated, reliable and customer-focused
  • Excellent customer service, organizational, research, documentation, scheduling and time management skills
  • Have excellent written and oral communication and interpersonal skills
  • Ability to multi-task and adapt to changes quickly
  • Ability to work collegially and effectively in a team environment
  • Proactively address customer needs using technical expertise, while understanding the scope and nature of customers' engagement with Logically
  • Must work well under pressure

Technical Experience:

Tier 1 staff should be familiar with, and have the ability to perform basic troubleshooting steps on:

  • Desktop and laptop technology
  • Windows desktop and server operating environments
  • Microsoft Office products
  • Smart phones and tablets
  • Operating System and application username and password issues
  • Logon issues including account lock out issues
  • Printer issues that can be resolved remotely. Test if printer is online and accessible
  • Missing shortcuts, missing documents, and missing network folder locations
  • Missing toolbars, desktop settings such as resolution, mouse and keyboard settings
  • Troubleshooting audio and video issues via Device Manager/Levels
  • Verify initial virus warnings and identification
  • Verify initial malware warnings and identification
  • Wireless connection issues
  • Initial LAN connection issues
  • Outlook files (.pst's) and archive location and reconnection
  • Browser issues including plug-ins and add-ons. Uninstall or disable only
  • Anti-virus updates and virus issues
  • Issues that can be resolved with a reboot as determined by the Help Desk

Physical Demands:

The following physical demands are required for this job with or without reasonable accommodations:

  • Lifting: Raising or lowering an object from one level to another (includes upward pulling) 25-50 lbs.
  • Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder
  • Stooping: Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles

Logically offers excellent benefits including:

  • Medical/dental/vision insurance
  • 401k with a match
  • Tuition reimbursement
  • Eight paid holidays
  • Three weeks of paid sick/vacation time the first year
  • Wellness program
  • Paid life insurance
  • Paid STD/LTD/AD&D
  • An environment of teamwork and fun
  • A training plan for continued growth and mentoring 

Logically is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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