Technical Support Specialist

Technical Support Specialist I

Location:

Phoenix AZ, Lenexa KS, Swanzey NH (Office Locations) |

Reports to:

Service Desk Manager

Visory is seeking a Technical Support Specialist I to provide front-line technical support while delivering industry-leading customer satisfaction. In this role, you will resolve service requests in alignment with company SLAs, identify recurring issues, and escalate complex problems when necessary. You will serve as a key member of the Service Desk team, delivering high-quality support via phone, email, and chat while maintaining strong documentation and communication standards.

• Front-Line Technical Support
  :
  Provide exceptional customer service via phone, email, and chat while resolving technical issues and meeting target satisfaction ratings.
• Ticket Triage & SLA Management
  :
  Triage, rate, solve, and/or escape tickets within a 30-minute SLA window, maintaining a call-first mentality to ensure efficient service delivery.
• Troubleshooting & Issue Resolution
  :
  Perform basic hardware, software, and network troubleshooting, including user profile issues, printer setup, VPN connectivity, TCP/IP networking, and Remote Desktop configurations.
• Escalation & Root Cause Collaboration
  :
  Identify recurring system issues, assist in diagnosing root causes, and collaborate with higher-tier support teams to implement long-term solutions.
• Documentation & Knowledge Sharing
  :
  Fully document customer issues, resolutions, and time-to-fix in the ticketing system; update documentation when incomplete or inaccurate.
• Training & Operational Support
  :
  Complete assigned training, participate in ongoing initiatives and projects, and assist with on-call rotations, including after-hours or weekend support as needed.

• Technical Foundations
  :
  Basic understanding of Active Directory (On-Prem and Azure/O365), Group Policy, RDS/RDP, Citrix fundamentals, Windows desktop/server operating systems, and cloud hosting principles.
• IT Concepts & Troubleshooting
  :
  Knowledge of core IT concepts including local vs. domain-joined machines, TCP/IP networking, VPN tunnels, printer configuration, and remote desktop environments.
• Customer Service & Communication
  :
  Excellent written and verbal communication skills, strong listening abilities, and the ability to manage frequent inbound calls while proactively following up on tickets.
• Work Style & Adaptability
  :
  Goal-oriented, self-motivated, able to multitask in a fast-paced environment, and capable of thinking quickly and precisely under pressure.
• Education & Experience
  :
  High school diploma or equivalent required; 2 years of related IT experience or training preferred, or an equivalent combination of education and experience with plans for continued professional development.

• Competitive compensation and benefits package (including 401k).
• Professional development and certification opportunities.
• Exposure to diverse client environments and advanced networking projects.
• A collaborative and client-focused work culture.

Visory is a hands-on technology and cybersecurity partner delivering enterprise-grade IT services, compliance support, and managed infrastructure to financial, accounting, construction, and other growing businesses. With a team of 150+ professionals, we combine industry expertise with exceptional client support to help organizations stay secure, compliant, and confident in their digital transformation.