Technical Support Specialist

1 week ago

Columbus, Ohio, United States Improveit Home Remodeling Full time
Job Overview

The Technical Support Specialist is responsible for delivering comprehensive technical assistance to a diverse group of employees, teams, and executives. This role serves as the primary contact for all technical support inquiries received through various channels. The Specialist is tasked with installing, diagnosing, repairing, maintaining, and upgrading hardware and IT equipment to ensure peak performance. A successful candidate will demonstrate a commitment to providing exceptional support to end users, ensuring a high level of customer satisfaction by taking ownership of requests and utilizing their technical expertise to achieve resolutions, delegate tasks, or coordinate with IT management.

Key Responsibilities:

  • Act as the initial point of contact for end users by addressing technical assistance requests via phone, email, or in-person interactions.
  • Identify and resolve technical hardware and software challenges, adhering to established protocols for issue resolution.
  • Assist in the deployment and upgrading of laptops, PCs, tablets, and other devices.
  • Conduct onsite and remote troubleshooting using diagnostic techniques and relevant inquiries.
  • Evaluate the best solutions based on the specific issues and details provided.
  • Guide users through the problem-solving process effectively.
  • Escalate unresolved issues to senior IT personnel as necessary.
  • Maintain accurate documentation related to resolutions and root cause analyses.
  • Provide follow-up and status updates on IT requests with detailed notes.

Qualifications:

  • Associate degree (or relevant coursework) in computer science or a related technology field is preferred.
  • Strong knowledge and experience in troubleshooting, repairing, and upgrading Microsoft Windows desktops, laptops, tablets, printers, and multifunction devices.
  • Familiarity with networking principles.
  • Understanding of Microsoft Operating Systems.
  • Experience with Active Directory is a plus.
  • Office 365 administration experience is advantageous.
  • Mobile Device Management experience is beneficial.
  • Experience in Call Center/CRM support is a plus.
  • Excellent verbal communication skills with the ability to convey technical solutions in a user-friendly manner.
  • Ability to effectively organize and prioritize tasks while managing multiple responsibilities simultaneously.
  • Capacity to work independently, troubleshoot issues, and make sound decisions.
  • Good judgment and the ability to think quickly in challenging situations.
  • Occasional lifting of computer and electronic equipment up to 50 pounds, climbing ladders, and accessing tight spaces may be required.
  • Ability to sit and work effectively at a desk or workstation.
  • Capability to stand and work efficiently for extended periods.
  • Dexterity and hand-eye coordination to operate computers, telephones, and related office equipment.

Compensation & Benefits:

  • Competitive salary.
  • Flexible working hours within standard business hours.
  • High level of autonomy in the role.
  • Opportunities for career advancement.
  • Professional work environment with modern office facilities.
  • Access to state-of-the-art technology tools and resources.
  • Support from a well-established industry leader.
  • A collaborative and driven work culture.
  • Support from executive leadership.

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