Technical Support Specialist

2 weeks ago

Schaumburg, Illinois, United States Misumi USA Full time
Position Overview

ABOUT THE ROLE:

The Technical Support Specialist is responsible for delivering exceptional assistance to MISUMI's internal clientele. This role involves diagnosing and resolving standard technical issues and equipment malfunctions, conducting thorough root cause analyses, proposing preventive measures, documenting workflows, disseminating knowledge among team members, and supporting colleagues with their tasks. This position offers a hybrid work arrangement.

KEY RESPONSIBILITIES:

  • Diagnosing and resolving technical issues related to various devices, including desktops, laptops, mobile devices, printers, digital displays, and network connectivity.
  • Delivering top-tier customer service to address incident and service requests in accordance with established protocols.
  • Monitoring and tracking progress against assigned performance indicators.
  • Managing requests submitted through the IT ticketing system, ensuring follow-up, resolution, and documentation of completed tasks.
  • Collaborating with supervisors to document processes and service solutions for future reference.
  • Suggesting procedures and controls aimed at preventing recurring issues.
  • Contributing to a collaborative team environment by sharing information and assisting colleagues with their tasks.
  • Assisting with the relocation and installation of printers, monitors, and other equipment as necessary.

QUALIFICATIONS:

  • Bachelor's Degree in Computer Science, Management Information Systems, or a related field, or equivalent experience preferred.
  • A minimum of 1 year of experience in a technical support role.
  • Certifications such as A+, MCP, ITIL v3, or HDI are preferred.
  • Strong customer service orientation along with excellent interpersonal and communication skills.
  • Familiarity with IT ticketing systems like TrackIT or RemedyForce.
  • Proficient documentation skills, particularly in process documentation and asset management.
  • Ability to lift up to 50 pounds as required.
  • Meticulous attention to detail and organizational skills.
  • Demonstrated problem-solving abilities with a solid understanding of operating systems, hardware, and software.
  • Capability to work independently to accomplish assigned tasks.
  • Availability for 24/7 on-call support as needed.

WHAT WE OFFER:

MISUMI is committed to providing the necessary training for success in this role, alongside opportunities for professional growth and innovation within our team-oriented culture. We offer a comprehensive benefits package that enables you to focus on delivering exceptional service and achieving customer satisfaction. Here are additional reasons to consider a career with MISUMI USA:

  • Opportunities for career advancement
  • Training and professional development programs
  • Comprehensive benefits including medical, dental, vision, life insurance, paid time off, paid holidays, short-term and long-term disability, and a 401(k) plan with company matching
  • Access to a company-paid 24/7 on-site gym
  • Regular social events within a Class A office environment
  • On-site cafeteria with healthy dining options
  • Complimentary treats on payday

MISUMI is recognized as a leading resource for factory automation components, offering an extensive selection of standard and customized parts. We are dedicated to empowering our customers to achieve remarkable design work efficiently. Our commitment to employee satisfaction has been acknowledged through multiple awards, highlighting our focus on fostering a positive workplace culture.

MISUMI is an Equal Opportunity Employer and upholds a policy of non-discrimination based on race, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.

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