IT Support Specialist
5 days ago
Are you passionate about providing excellent technical support to customers? Jamtek Electrical, LLC in Macon, GA, US is looking for a dedicated Technical Support team member to join us on our mission to deliver top-notch service. As part of our dynamic team, you will have the opportunity to showcase your problem-solving skills, assist customers with their technical inquiries, and also provide internal IT Support.
With a competitive salary ranging from $37,400 to $52,000 yearly, you will be part of a supportive environment that values teamwork and professional growth. Join us at Jamtek Electrical, LLC, and be a vital part of our commitment to exceeding customer expectations every day.
Responsibilities
• Direct unresolved issues to the next level of support personnel
• Examine existing policies and procedures. Draft, edit, and/or propose new policies and procedures
• Follow-up and update customer[s] information and status
• Identify and suggest possible improvements in procedures
• Conduct analysis and troubleshooting via email, remote control, and telephone for customer account[s] in a timely fashion
• Determine the best solution based on the details and issues provided by customer[s]
• Maintain a positive phone demeanor and ensure customer[s] satisfaction
• Monitor and troubleshoot backup or other regularly scheduled customer[s] work
• Pass on any feedback or suggestion[s] by customer[s] to the appropriate internal team
• Perform remote maintenance as needed
• Perform remote troubleshooting through diagnostic technique[s] and pertinent question[s]
• Provide accurate information on IT product[s] or service[s]
• Record event[s] and problem[s] and their resolution in logs
• Remove and/or Set up user account[s] on system[s], implementing automated method[s] when possible
• Respond to hardware and software support issue[s] from the employee[s]
• Serve as the first point of contact for customer[s] seeking technical assistance over email or phone.
• Support and troubleshoot day-to-day technology issue[s] for employee[s], including but not limited to cloud application[s], desktop application[s], and the setup and maintenance of computer hardware and/or software
• Track and update IT inventory
• Understand and solve customer[s] technical problem[s] in-person or over the phone as needs warrant
• Walk the customer[s] through the problem-solving process
• Work within a ticketing system to track and escalate customer[s] problem[s]
• Work with technology team[s] to identify risk[s] and address the identified issue[s] from the risk[s]
• Work with vendor[s] to help resolve technical issue[s]
• Troubleshoot technological issues and solve problems quickly to ensure our business operations run smoothly
• Save all files to a computer backup to make sure files are not lost in case the system crashes
• Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment
• Make sure new employees have their user accounts, company email, and appropriate security access so they can complete assigned tasks
• Implement new technology, such as desktops and computer hardware, operating systems, software programs, and applications
Qualifications
• 2+ years experience in a professional IT setting
• High school diploma required, associate's degree in computer science or information technology preferred
• Skilled in communication, time management, and organization
• Great customer service skills and passion for helping our business succeed
• Familiarity with multiple computer operating systems, such as Windows, Mac, and Linux operations
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