Technical Support Specialist

2 weeks ago


Colorado Springs, Colorado, United States System Soft Technologies Full time
Position Overview

Role: IT Service Desk

Position Type: Help Desk Technician

Compensation: Competitive hourly rate

Company: System Soft Technologies

Work Environment: Onsite

The Service Desk team collaborates closely with users and IT professionals to ensure that customer devices, including computers, desktop phones, mobile devices, and peripherals, are functioning effectively to deliver an exceptional customer experience.

They are responsible for documenting and resolving IT support tickets related to hardware, software, networking, and general device usage.

Key Responsibilities:

  1. Act as the first point of contact for technical support inquiries.
  2. Provide assistance via phone, email, or in-person at the service desk.
  3. Aim for First Contact Resolution (FCR) to enhance user satisfaction.
  4. Thoroughly document troubleshooting efforts and escalate issues to Tier 2 support when necessary.
  5. Communicate effectively with various departments regarding service disruptions and IT notifications.

The primary objective of the Service Desk is to ensure that all user inquiries are addressed promptly and efficiently, maintaining a high standard of service throughout.



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