IT Support Specialist

1 week ago


South Jordan, Utah, United States Russell Tobin Full time

Company Overview: Russell Tobin is a leading staffing firm specializing in connecting top talent with industry-leading organizations.

Position: Technical Support Representative/Service Desk Agent

Type: Contract Position

Compensation: $19.17/hour - $21.00/hour on W2.

Role Summary: The Technical Support Representative acts as the first point of contact for users seeking assistance from the IT Service Desk. This position requires outstanding customer service abilities, technical knowledge, and the capability to address a variety of software and hardware challenges. The representative plays a crucial role in ensuring prompt resolution of user inquiries while maintaining precise records and contributing to continuous improvement initiatives.

Key Responsibilities:

Customer Service Excellence:

  • Handle incoming calls and inquiries, ensuring a high level of customer satisfaction.
  • Listen carefully to users to accurately diagnose their issues.
  • Show empathy towards users' situations, demonstrating urgency in resolving their problems.
  • Document all client interactions, issues, and incidents in detail.
  • Effectively manage and resolve conflicts to ensure user satisfaction.

Technical Support:

  • Deliver high-quality technical assistance related to enterprise software and hardware.
  • Evaluate, prioritize, research, and resolve incidents and requests related to application software and infrastructure.
  • Conduct diagnostic procedures, troubleshooting, and recovery for hardware and software issues.
  • Install, modify, and repair computer hardware and peripherals as necessary.

Process and System Management:

  • Utilize knowledge base tools and available resources to resolve issues efficiently.
  • Identify opportunities to enhance and automate service desk processes for improved efficiency.
  • Maintain meticulous attention to detail and ensure follow-through on all tasks.
  • Demonstrate a comprehensive understanding of technology to support various systems effectively.

Communication and Collaboration:

  • Build rapport and trust with end-users through a professional and empathetic approach.
  • Communicate effectively with users, providing timely updates on the status of their issues.
  • Collaborate with internal teams to provide guidance and maintain a unified approach to service delivery.

Availability and Flexibility:

  • Provide after-hours and weekend support as needed.
  • Exhibit flexibility in working various shifts, including evenings and weekends.

Qualifications:

  • Exceptional customer service and communication skills.
  • Two to five years of relevant experience in a fast-paced, high-tech environment.
  • Preferred experience in a technical support role, though not mandatory.
  • High school diploma or GED required; relevant work experience considered.
  • Ability to efficiently diagnose and resolve problems in a complex environment.
  • Self-motivated with the ability to work independently and thrive under pressure.
  • Willingness to adapt to changing schedules and work requirements.

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