IT Technical Support Specialist

2 weeks ago

Sterling, United States PLH Group Full time

** IT Technical Support Specialist** **Job Category****:** Information Technology

**Requisition Number****:** ITTEC01413

Showing 1 location

**Job Details** **Description** The IT Technical Support Specialist will provide technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes remote users at other offices and home workers. **Responsibilities:** * Address user tickets regarding hardware, software, and networking * Installing and configuring computer hardware, software, systems, networks, printers and scanners * Troubleshoot and resolve issues with software or hardware * Monitoring and maintaining computer systems and networks * Ensure security and privacy of networks and computer systems * Responding in a timely manner to service issues and requests * Providing technical support across the company (this may be in person or over the phone) * 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as cellphones, Laptops, PCs and Printers * Ask targeted questions to diagnose problems * Guide users with simple, step-by-step instructions * Conduct remote troubleshooting * Maintaining an Asset Database and track changes * Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner * To maintain a high degree of customer service for all support queries and adhere to all service management principles * Publishing support documentation to assist staff with requests for information & provide staff training if required * Report customer feedback and potential product requests * Help create technical documentation and manuals **Skills** * Proven work experience as a Desktop Support Specialist, Technical Support Engineer, or similar role * Hands-on experience with Microsoft Windows environments * Working knowledge of office automation products and computer peripherals, like printers and scanners * Knowledge of network security practices and anti-virus programs * Ability to perform remote troubleshooting and provide clear instructions * Excellent problem-solving and multitasking skills * Customer-oriented attitude * Technical, logical thought process * Problem solving skills * Working knowledge and expertise with a variety of software, hardware and applications **Requirements:** * Excellent communication skills and telephone manner * Excellent organizational skills * 3 years previous IT Support Experience * Incident Management experience

Managing incidents including business expectations and communication * You will be a self-motivated achiever who gains satisfaction from providing excellent customer service * Travel to remote offices/states required on occasion **Qualifications** **Skills** **Behaviors** **:** **Motivations** **:** **Education** **Experience** **Licenses & Certifications**

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