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Technical Support Specialist

2 months ago

New York, New York, United States The Phoenix Group Full time

Position Overview:

The Phoenix Group is seeking a dedicated Help Desk Analyst to provide exceptional technical support and customer service. This role involves troubleshooting and resolving a variety of incidents and service requests related to software applications, hardware, and network infrastructure.

Key Responsibilities:

  • Evaluate, prioritize, and resolve incidents and service requests related to application software, hardware components, and network configurations.
  • Gather information through customer interactions and utilize support tools, including knowledge bases and collaboration with additional support personnel when necessary.
  • Escalate complex issues to specialized teams in a timely manner to ensure efficient resolution.
  • Manage the distribution of devices and loaner equipment as needed.
  • Facilitate conference room setups and assist with new user onboarding and application introductions.

Qualifications:

  • Proficient in various applications, operating systems, networking, and desktop support, with a strong focus on customer service and technical assistance.
  • Extensive knowledge of legal applications and their equivalents, including Microsoft Office Suite, iManage DMS, and various PDF and timekeeping tools.
  • Solid understanding of Windows 10 and basic familiarity with MAC OS.
  • Awareness of Windows network functionalities, including Active Directory and related components.
  • Strong problem-solving skills and a comprehensive toolkit for addressing technical incidents.
  • Exceptional customer service skills, with effective communication abilities across multiple channels.
  • Experience in desktop support and conference room setup is advantageous.
  • Familiarity with mobile device support, particularly for iPhone and Android.

Duties Include:

  • Analyzing and resolving incidents and service requests while maintaining accurate logs and documentation.
  • Providing timely follow-up and communication with users and support staff to ensure effective resolution.
  • Delivering high-quality customer service through phone, email, and in-person interactions.
  • Creating a positive customer experience by understanding problems deeply and ensuring prompt resolutions.
  • Managing loaner devices and equipment, including setup and maintenance of conference room technology.
  • Handling multiple tasks efficiently while maintaining a professional demeanor.
  • Training new users on initial setup and application usage as required.

This role is essential in maintaining the operational efficiency of The Phoenix Group's technical support services and ensuring a seamless experience for all users.