IT Technical Support Specialist
3 weeks ago
Job Title: IT Technical Support Specialist
About the Role:
We are seeking a skilled and customer-focused IT Support Specialist to provide first and second-level support for our end-users. In this role, you will troubleshoot and resolve technical issues, document resolutions in our ticketing system, and ensure a seamless technology experience for all users.
Responsibilities:
- Provide Level 1 and Level 2 IT support to end-users via phone, email, and chat.
- Troubleshoot and resolve issues related to hardware, software, and voice/data communication systems.
- Escalate tickets to higher support levels when necessary, ensuring smooth handoffs.
- Write clear, concise, and informative service tickets in the ticketing system.
- Follow up on tickets promptly, seeing issues through to resolution.
- Maintain detailed technical documentation and reports as required.
- Proactively engage in ticket queues, independently resolving and closing support requests.
Requirements:
- Experience: 2–5 years of IT support experience (ideal candidate: 3–4 years).
- Technical Skills:
- Proficient in troubleshooting desktop and laptop computers, printers, networks, and voice/data communication systems.
- Broad knowledge of popular operating systems (e.g., Windows, macOS) and application software.
- Familiarity with ticketing systems and experience writing technical support documentation.
- Soft Skills:
- Excellent communication and customer service skills.
- Strong problem-solving abilities and attention to detail.
- Ability to prioritize and multitask in a fast-paced environment.
- A proactive mindset and willingness to take ownership of support tickets.
Estimated Salary: $65,000 - $85,000 per year, depending on experience.
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