IT Support Specialist

4 weeks ago


Paterson, New Jersey, United States Railroad Construction Full time

At Railroad Construction Company, Inc., we're looking for a skilled IT Support Specialist to join our team. As a key member of our organization, you'll play a vital role in providing top-notch technical assistance to our customers.

Key Responsibilities
  • Serve as the primary point of contact for customers seeking technical support via phone or email
  • Utilize diagnostic techniques and pertinent questions to perform remote troubleshooting
  • Determine the most effective solution based on the issue and details provided by users
  • Guide customers through the problem-solving process, ensuring a seamless experience
  • Direct unresolved issues to the next level of support personnel, ensuring timely resolution
  • Provide accurate information on IT products and services, empowering customers to make informed decisions
  • Record events and problems, along with their resolution, in logs for future reference
  • Follow up with users to update their status and provide additional information as needed
  • Pass on user feedback and suggestions to the appropriate internal team, driving continuous improvement
  • Identify and suggest potential improvements to procedures, enhancing overall efficiency
Requirements and Skills
  • Proven experience as a help desk technician or other technical support role
  • Technical aptitude, with a working knowledge of office automation products, databases, and remote control
  • Good understanding of computer systems, mobile devices, and other technology products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills, with a customer-centric approach
  • Cool-tempered and able to work effectively in a fast-paced environment
  • Bachelor's degree in IT, Computer Science, or a relevant field
  • Ability and enthusiasm to learn new technology and applications
  • Bonus: knowledge of Crystal reports and Power BI

We offer excellent benefits and are an EEO/AA employer working in a drug-free environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.



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