Help Desk Technician/IT Support Specialist
3 weeks ago
Title: Help Desk Technician/IT Support Specialist
Government client: DTRA
Clearance requirement: Secret
Work Location: Kirtland AFB, NM
As a Help Desk Technician, you will be responsible for providing technical support and assistance to clients utilizing our solutions. You will play a critical role in ensuring our clients experience minimal downtime and maximum satisfaction with our products. Your primary responsibilities will include:
- Responding to client inquiries and technical issues via phone, email, or chat in a timely and professional manner.
- Diagnosing and troubleshooting technical issues related to Plug and Play devices, software, and peripherals.
- Guiding clients through step-by-step solutions to resolve technical problems and provide instructions on product usage.
- Documenting support tickets, including detailed descriptions of issues, troubleshooting steps taken, and resolutions achieved.
- Collaborating with internal teams, including Product Development and Quality Assurance, to escalate complex issues and provide feedback for product improvement.
- Assisting with Plug and Play product installations, configurations, and updates as needed.
- Maintaining a high level of customer satisfaction through effective communication and problem-solving skills.
Qualifications:
- Proven experience in a technical support role, preferably in a help desk or customer support environment.
- Strong knowledge of Plug and Play technologies, including hardware and software components.
- Proficiency in troubleshooting common technical issues related to computer systems, networking, and peripherals.
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
- Exceptional customer service skills with a focus on delivering a positive client experience.
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