IT Support Specialist
2 weeks ago
We are seeking a highly motivated and detail-oriented IT Support Specialist to join our team at HTML Global. As a key member of our K12 Education team, you will play a crucial role in providing technical assistance to our customers.
Key Responsibilities:
- Provide first-level technical support to end-users via phone, email, chat, or in-person, resolving hardware and software issues promptly and efficiently
- Manage walk-up support desks for onsite end-user issue resolution
- Chromebook repair and maintenance
- Deliver outstanding customer service by ensuring clients' inquiries are handled professionally, courteously, and promptly
- Maintain accurate records of support requests, solutions, and troubleshooting steps in ticketing system (Zendesk) for reference and reporting
- Maintain customer and vendor contact records and company information as it pertains to support requests
- Organize, act on, and/or escalate monitoring requests or items from system audits
- Provide basic training to end-users on software applications and hardware devices to enhance their productivity and efficiency
- Utilize remote desktop tools to assist users with issues that can be resolved remotely
- Escalate complex technical issues to the L2 or L3 support team, following established protocols and ensuring timely problem resolution
- Assist in maintaining inventory records of IT equipment and supplies
- Promote and enforce security best practices among end-users to safeguard company data and systems
Requirements:
- 1+ years in a technology-related role, preferably in the MSP space
- CompTIA A+ certification is either required at start or expected to be earned within the first 6 months of employment
- High school diploma or equivalent; relevant technical certifications or an associate's degree in IT or a related field is a plus
- Strong passion for technology and a desire to pursue a career in IT support
- Excellent problem-solving skills and attention to detail
- Effective communication skills, both written and verbal
- Customer-focused mindset with a dedication to providing exceptional service
- Ability to work independently and as part of a team
- Basic knowledge of computer hardware, operating systems, and software applications (Google Workspace, M365, Cybersecurity, etc.)
- Experience with Zendesk and Vizor is a plus
At HTML Global, we offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and detail-oriented individual with a passion for technology, we encourage you to apply for this exciting opportunity.
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