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IT Support Specialist
2 months ago
Position Summary:
The Help Desk Support Engineer is a critical role within Trust Tech, LLC, responsible for delivering exceptional technical assistance to both internal personnel and external clients. This position focuses on providing initial and limited secondary support for a variety of IT products and services.
Key Responsibilities:
- Serve as the primary point of contact for troubleshooting and resolving issues related to hardware, software, and applications.
- Proactively monitor IT services, addressing or escalating issues as necessary.
- Utilize available tools and adhere to established procedures to resolve user-reported problems effectively.
- Assist in developing and maintaining Standard Operating Procedures for recurring tasks.
- Manage inventory and check-in/check-out processes for hardware resources utilized by Professional Services staff.
- Coordinate scheduling for engineering personnel as needed.
- Update Help Desk documentation as required.
- Collaborate with management to review and enhance operational procedures.
- Collect, input, and analyze data for regular reporting to stakeholders.
- Communicate clearly and courteously with customers to gather problem information.
- Ensure accurate logging of issues and resolutions in the Service Order management system.
- Escalate complex problems following established protocols.
- Act as a liaison between clients and engineering teams to ensure accurate problem interpretation and maintain communication throughout the resolution process.
- Maintain comprehensive knowledge of supported products and services.
- Conduct testing and report results for new services or changes to existing services.
- Work with management to identify training opportunities that enhance support capabilities.
- Complete any assigned training and certification requirements.
- Perform additional duties as assigned.
Qualifications:
- Minimum of 3 years of experience in a technical support or help desk environment.
- Excellent communication skills, capable of delivering IT services through various channels.
- Relevant industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA), Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), and ITIL Foundation.
- Advanced troubleshooting skills for operating systems including Microsoft Windows, ChromeOS, and iOS.
- Familiarity with internet browsers and productivity software.
- Knowledge of virus monitoring, data backup solutions, and hardware support.
- Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
- Experience with virtualization technologies and cloud service concepts.
Performance Expectations:
Success in this role will be measured by the ability to exceed client expectations in service delivery, effective communication, and technical support. The Help Desk Support Engineer will play a vital role in monitoring and managing internal systems and services, ensuring efficient operations and high levels of customer satisfaction.
Physical Requirements:
This position may require moderate physical effort, including sitting for extended periods, standing, walking, and lifting equipment up to 50 lbs. unassisted.
