OVERVIEW

Secure Data Technologies is looking for a TAC Support Specialist who thrives in environments where precision, process, and accountability are the baseline, not the goal. This role is built for someone who takes pride in solving technical issues with accuracy, communicates clearly, and treats documentation as part of the job, not an afterthought.
As the first line of technical support for our clients, you’ll be responsible for triaging incoming requests, resolving Tier 1 issues, documenting findings thoroughly, and escalating only when necessary. This role requires someone who can think methodically, manage their workload without needing micromanagement, and stay composed under pressure. You’ll be working within defined systems and procedures, with the expectation that you’ll also spot inefficiencies and offer solutions to improve them.

REQUIRED EXPERIENCE AND SKILLS

• 1–3 years in a technical support, help desk, or MSP environment
• Strong troubleshooting skills with Windows OS, Microsoft Office, and basic networking
• Proficiency with ticketing systems (ConnectWise, Autotask, Zendesk, or similar)
• Clear written and verbal communication
• Ability to manage multiple open issues while staying organized and client-focused
• CompTIA A+ or Network+ preferred
• Associate’s Degree or relevant technical training preferred

PHYSICAL REQUIREMENTS:

• Sedentary Role: Prolonged periods of sitting at a desk, using a computer, and handling phone calls for up to 8 hours per shift. Occasional standing or walking within the office environment.
• Repetitive Motions: Frequent use of hands and fingers for typing, mouse navigation, and handling call center equipment. Regular use of a headset for communication, requiring consistent hand-eye coordination.
• Visual Acuity: Ability to view and interpret data on computer screens for extended periods. Capability to read small text, reports, emails, and technical instructions accurately.
• Hearing Requirements: Ability to clearly hear and understand client communication over phone or digital platforms, even in a busy environment. Prolonged use of headsets for phone and virtual interactions.
• Minimal Lifting: Occasionally required to lift and carry office supplies, files, or small equipment weighing up to 20 pounds.
• Manual Dexterity: Ability to operate standard office equipment such as keyboards, mice, telephones, and headsets. Capability to write, type 50 WPM, and input data with speed and accuracy.
• Cognitive Demands: High level of attention to detail, problem-solving, and multitasking skills required for effective troubleshooting and client support. Ability to remain focused and attentive in a fast-paced, high-pressure environment.
• Communication Skills: Must be able to speak clearly and professionally, ensuring accurate information exchange with clients and team members. Ability to explain technical concepts to non-technical clients.
• Environmental Requirements: Work is performed in a quiet, climate-controlled office setting designed to minimize distractions. Occasional exposure to background noise typical of a call center environment.
• Travel: Some regional travel required for on-site client meetings, strategic planning sessions, or project launches. Travel may involve driving or flying and occasional overnight stays.
  No unusual environmental, lifting, or exertion requirements are associated with this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
  SecureData Technologies, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law, in compliance with Title VII of the Civil Rights Act of 1964.
  Job Type: Full-time
  Pay: $24.00 - $28.00 per hour
  Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

WHAT YOU’LL DO

• Serve as the initial point of contact for client-reported technical issues via phone, email, or chat
• Troubleshoot and resolve common hardware, software, and network problems
• Document all client interactions, troubleshooting steps, and outcomes in the ticketing system
• Escalate complex issues appropriately and ensure smooth handoffs to Tier 2 or engineering
• Maintain accurate and detailed technical documentation, including internal knowledge base articles
• Proactively monitor tickets, provide regular updates to clients, and ensure resolution expectations are met
• Use monitoring tools and other diagnostics to identify issues before clients do
• Support a culture of learning and consistency by sharing solutions and process improvements with the broader team

SUCCESS IN THIS ROLE LOOKS LIKE

• Hitting response time and resolution SLAs consistently
• Escalating only after diligent triage has been completed
• Keeping documentation updated and actionable
• Building trust with clients through clarity and results—not charm