Technical Support Specialist

2 months ago


Schaumburg, United States Addison Group Full time

Job Title: Technical Support Specialist (2nd shift) – Schaumburg, IL


Job Duties and Responsibilities:

  • Provide exceptional support for end-user systems and applications through onsite assistance, phone, email, and chat. Demonstrate outstanding customer service and empathy in all interactions.
  • Utilize a ticketing system to document, prioritize, and manage tasks in accordance with Information Technology standard operating procedures. Log all relevant interactions and effectively troubleshoot and document support inquiries.
  • Manage assigned tickets, projects, and tasks, ensuring timely resolution by tracking and monitoring issues until completion.
  • Contribute to the creation and maintenance of technical support documentation, including resolutions, processes, and procedures. Assist in developing and communicating guidelines for the usage, deployment, and management of supported systems and software.
  • Act as a liaison between end-users and the Information Technology department.
  • Support various Information Technology projects as needed.


Education:

  • Bachelor's degree preferred; Associate degree or equivalent experience (minimum two years) required. Relevant certifications, such as Microsoft Windows operating systems, Microsoft Office Suite, CompTIA A+, Help Desk Institute, or ITIL, are a plus.

Experience:

  • Familiarity with various operating systems and support tools.
  • 2-3 years of experience in supporting Windows desktop/laptop PCs.
  • Over 2 years of experience in Remote Desktop support.
  • At least 2 years of customer service experience, particularly in providing remote technical support.
  • Willingness to work outside of traditional hours as needed (2nd shift)
  • Ability to navigate a range of customer service scenarios effectively.
  • Eagerness to learn new technologies and enhance existing skills.
  • Strong multitasking abilities and teamwork orientation.
  • Excellent interpersonal, verbal, and written communication skills, capable of addressing customer concerns via phone or in person.
  • Experience in a collaborative, team-oriented environment.
  • Familiarity with problem management ticket systems and Active Directory.
  • Knowledge of common practices and procedures within the Information Technology field.
  • Strong understanding of customer service principles.
  • The ideal candidate is detail-oriented, thorough, and committed to completing tasks effectively.



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