SilverAssist

SilverAssist – Caring.com

IT Support Specialist (Part-Time, In-Office)

Position Summary

We are a small, collaborative team that values reliability, clear communication, and a calm, solutions-focused approach to problem-solving.

Key Responsibilities

• Provide first level technical support for desktops, laptops, phones, headsets, and call center applications.
• Troubleshoot hardware, software, and network connectivity issues in a timely manner.
• Support call center systems including CRM platforms, softphones, and call routing tools.
• Provision, configure, and deploy Windows and macOS devices for employees.
• Set up and maintain employee workstations, including hardware, user accounts, and required software.
• Manage onboarding and offboarding processes, including account provisioning, access control, and equipment handling.
• Maintain IT asset inventory and ensure proper tracking and lifecycle management.
• Perform routine system updates, patching, and preventative maintenance.
• Respond to help desk tickets efficiently using ticketing systems and escalate as necessary.
• Ensure adherence to company security policies, data protection standards, and best practices.

Call Center Support Duties

• Provide real-time technical support to call center agents to minimize disruptions.
• Troubleshoot call quality issues including VoIP performance, headset functionality, and network latency.
• Assist with login issues, password resets, and account access.
• Support basic queue configuration and call routing adjustments as directed.
• Maintain uptime and reliability of critical call center systems during operating hours.

Onboarding & Offboarding Duties

• Prepare and deploy Windows and macOS devices, including imaging, software installation, and account setup.
• Coordinate with HR and management to support onboarding schedules.
• Perform full workstation setup including monitors, peripherals, and connectivity.
• Deactivate user accounts and remove access for departing employees.
• Retrieve, reassign, and securely wipe devices in accordance with company policy.

Additional Duties

• Maintain documentation of common issues and solutions.
• Assist with basic network troubleshooting including Wi-Fi, switches, and connectivity.
• Support office and conference room technology.
• Participate in IT projects and system upgrades.
• Provide basic training to employees on systems and best practices.
• Ensure compliance with data security and privacy standards.

Qualifications

• Previous IT support or help desk experience preferred.
• Experience supporting Windows (10/11) and macOS environments.
• Experience supporting call center environments is preferred but not required.
• Familiarity with ticketing systems such as Jira, Zendesk, or similar platforms.
• Basic understanding of identity and access management tools (Azure AD, Okta, or similar).
• Basic understanding of networking concepts (IP, DNS, DHCP).
• Experience supporting VoIP or call center systems is a plus.
• Strong troubleshooting, communication, and time management skills.
• Customer-service oriented mindset.

Work Schedule & Environment

• Part-time hours (typically 20–30 hours per week).
• In-office role supporting a 25-person call center.
• May require occasional schedule flexibility for onboarding or urgent support needs.

Tools in Use

• Microsoft 365 administration
• Apple Business Manager or other MDM platforms
• VoIP and call center platforms (such as Twilio)
• Ticketing systems (Jira, Zendesk, or similar)
• Basic networking tools (ping, traceroute, etc.)