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IT Support Specialist
2 months ago
Position Overview:
The Service Desk is dedicated to delivering technical assistance to all primary business sectors. This encompasses issues related to hardware and software, connectivity challenges, mobile/wireless inquiries, printing concerns, and functionality queries. Most support is rendered remotely through our Bomgar Remote Assistance tool and via telephone. Exceptional customer service, meticulous attention to detail, and achieving first call resolution are paramount for the IT Analyst, with escalation to our Desktop Support Specialist team when required. Outstanding customer service abilities are essential for this role, as providing top-notch support to our users is a critical responsibility.
This role offers a hybrid work arrangement, requiring adaptability based on the demands of ITSS.
Technical Proficiencies:
- Troubleshooting and configuring Windows 10/11 Operating Systems.
- Installation, configuration, and troubleshooting of Microsoft O365.
- Installation, configuration, and troubleshooting of Desktop/Notebook hardware.
- Installation, configuration, and troubleshooting of computer peripherals and hardware.
Key Responsibilities:
- Assist end users through phone and remote support tools.
- Address issues related to Microsoft O365 applications.
- Provide support for Microsoft Windows 10/11 on HP Desktops/Laptops.
- Document all activities through the ServiceNow Ticketing system.
- Facilitate wireless connectivity for laptops and mobile devices.
- Deliver remote support utilizing Bomgar Remote Desktop.
- Support remote access via Cisco VPN client software.
- Effectively manage time to ensure timely responses to calls.
- Escalate issues to the appropriate next-tier support teams when necessary.
- Maintain attention to detail in all customer interactions.
- Participate in rotational after-hours support as needed.
- Image computers and prepare them for end-user deployment as required.
- Deliver exceptional customer service to all users, ensuring their needs are addressed promptly and efficiently.
Qualifications:
- Proven customer service skills, with a history of meeting or surpassing customer expectations.
- A minimum of 2 years of experience in IT support.
- At least 2 years of experience in a customer service capacity.
- Familiarity with ServiceNow is advantageous.
- Experience with Bomgar Remote Support is a plus.
- CompTIA or Microsoft certifications are beneficial.
- Excellent verbal and written communication abilities.
- Demonstrated troubleshooting skills for both hardware and software.
- Capacity to work independently and autonomously.
- Able to manage multiple tasks, including daily responsibilities and projects.
