Technical Support Specialist

4 weeks ago


Chicago, Illinois, United States Pierce Technology Corp Full time
Position Overview

The Helpdesk Analyst plays a crucial role in ensuring the smooth operation of computer systems and providing exceptional support to employees. This position requires a proactive approach to resolving technical issues and maintaining high levels of user satisfaction.

Key Responsibilities
  • Effectively manage multiple user requests, prioritizing tasks based on urgency and deadlines.
  • Deliver technical support for inquiries related to computer systems, software applications, and hardware components.
  • Engage with users through various communication channels, including in-person and telephonic interactions.
  • Serve as a point of escalation for vendor-related issues and managed service provider inquiries.
  • Oversee the daily performance and functionality of computer systems.
  • Respond promptly to email requests from users seeking assistance.
  • Guide users through troubleshooting processes to resolve their technical challenges.
  • Install, modify, and repair computer hardware and software, with the capability to lift equipment weighing up to 50 lbs.
  • Utilize diagnostic tools to identify and rectify technical problems.
  • Resolve issues remotely involving Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with users to confirm resolution of their issues.
  • Generate reports to identify recurring malfunctions.
  • Maintain the ability to sit for extended periods while performing job duties.
Qualifications
  • Proficient in Microsoft Office 365 and Microsoft Teams.
  • Strong understanding of desktop computer hardware and the Windows 10 operating system.
  • Ability to explain and assist end users in setting up PC hardware.
  • Experience in transferring data and user profiles to new computer systems.
  • Familiarity with patch management systems; experience with Quest KACE is a plus.
  • Knowledge of Mobile Device Management, with experience in MaaS360 preferred.
  • Experience working with Android and iOS mobile devices.
  • Skilled in remote troubleshooting of software, hardware, printers, and networking issues.


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