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Technical Support Specialist

2 months ago

San Francisco, California, United States Atlantic Partners Corporation Full time

Role Overview:

The IT Helpdesk Support Specialist will act as the primary contact for users in need of technical assistance. This position is crucial in ensuring a seamless technology experience for all employees.

Key Responsibilities:

  • Provide first-line support for users requiring technical help.
  • Conduct remote troubleshooting utilizing diagnostic methods and relevant inquiries.
  • Manage device provisioning, including the deployment and imaging of desktops, laptops, and tablets.
  • Set up office IT equipment, ensuring proper configuration of monitors, keyboards, and mice.
  • Administer and issue data SIM cards for telecommunications needs.
  • Facilitate user onboarding processes related to technology requirements.
  • Resolve issues related to SaaS products in collaboration with vendor support.
  • Escalate unresolved issues to higher-level support teams.
  • Deliver accurate information regarding IT products and services.
  • Document incidents and resolutions in logs for future reference.
  • Maintain communication with customers regarding their status and updates.
  • Identify opportunities for procedural enhancements.
  • Prepare weekly reports on ticket statuses, project progress, and other responsibilities.

Qualifications:

  • A minimum of 5 years of practical experience in system support within a structured environment.
  • Demonstrated experience as a help desk technician or in a similar customer support role.
  • Familiarity with Microsoft Office 365 support is essential.
  • Experience with Microsoft Windows 10 is required.
  • Technologically adept with a solid understanding of office automation tools, databases, and remote access technologies.
  • Strong comprehension of computer systems, mobile devices, and various tech products.
  • Ability to troubleshoot and resolve basic technical issues effectively.
  • Proficient in English with excellent communication skills.
  • Customer-focused with a calm demeanor.