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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States Resolution Technologies, Inc. Full time

IT Help Desk Support Specialist Position Overview

Resolution Technologies, Inc. is currently seeking a qualified IT Help Desk Support Specialist. This role involves providing essential support to both in-person and remote users within the organization, effectively managing and addressing incidents and requests through our service management platform.

Key Responsibilities of the IT Help Desk Support Specialist


• Incident Management: Efficiently assess and prioritize incidents and service requests utilizing our service management system.


• User Assistance: Deliver daily support to both walk-in and remote users, aiding them in diagnosing and resolving their IT challenges.


• Phone Support: Respond to phone inquiries promptly, offering immediate assistance and resolving user concerns or directing calls as needed.


• Customer Interaction: Demonstrate strong interpersonal skills while maintaining a high standard of customer service, ensuring a positive experience for all users.


• Technical Troubleshooting: Rapidly identify, troubleshoot, and resolve technical issues, escalating more complex problems when necessary.


• Documentation: Maintain accurate records of all incidents, requests, and resolutions within the service management system.


• Team Collaboration: Collaborate closely with fellow IT team members to ensure seamless support and effective knowledge sharing.


• On-Site Availability: Be present in the office during standard working hours to assist users in person.

Required Qualifications


• Demonstrated experience in a similar IT support or service desk role.


• Minimum of 2 years of experience in technical support.


• Proficient in using service management tools for incident and request handling.


• Exceptional communication and interpersonal skills.


• Strong analytical and problem-solving capabilities.


• Ability to thrive in a fast-paced environment with demanding users.


• Dedication to maintaining high levels of customer satisfaction.

Preferred Qualifications


• Relevant technical certifications such as A+, Network+, or Security+ are preferred, or at least 2 years of technical support experience in a service desk capacity.


• Familiarity with remote support tools and methodologies.