Technical Support Specialist

2 weeks ago


Salt Lake, Utah, United States Nicholas Full time
Technical Support Specialist

Job Overview

We are seeking a skilled Technical Support Specialist to deliver prompt and effective technical assistance regarding computer systems. You will address inquiries related to technical challenges and provide guidance to resolve them.

An exceptional Technical Support Specialist should possess robust technical expertise and the ability to communicate clearly to comprehend issues and articulate solutions. They should also be collaborative and patient, capable of engaging with users of varying technical proficiencies.

Key Responsibilities
  • Ensure high levels of customer satisfaction by responding to inquiries logged within the support system. Keep users informed about the status of their issues until resolution.
  • Identify underlying causes of IT-related problems and take ownership of resolving them promptly.
  • Oversee the installation, configuration, maintenance, and troubleshooting of desktops, laptops, and mobile devices.
  • Manage user security, prepare devices for new employees, and maintain communication systems.
  • Initiate escalation of issues when necessary to ensure that management and higher support tiers are aware of critical problems or those that are not meeting service level agreements.
  • Conduct trend analyses and formulate action plans to enhance service delivery timelines.
  • Document procedures for known issues within the knowledge base.
  • Participate in the on-call rotation within the IT department.
Qualifications
  • Extensive knowledge of Windows desktop operating systems.
  • Proficient in hardware installation and repair for computers and printers.
  • Familiarity with various software applications, including Office 365, Microsoft Intune, and Mobile Device Management.
  • Understanding of networking principles, particularly the TCP/IP protocol suite, including DNS and DHCP.
  • Knowledge of customer service best practices.
  • Strong verbal and written communication skills, with excellent telephone etiquette.
  • Self-motivated and eager to learn, with a strong work ethic.
  • Able to work both independently and as part of a team.
  • Capable of multitasking and managing details while keeping overall objectives in focus.
  • Strong organizational skills and the ability to work effectively under pressure.
  • Commitment to quality customer service and familiarity with enterprise-wide service delivery procedures.
  • Proficient problem-solving skills and decision-making capabilities.
  • Experience with cloud technologies and warehouse environments is a plus.
  • Relevant industry certifications are preferred.
Position Details

This is an in-office position with standard working hours. The selected candidate will also participate in an on-call rotation. Some travel may be required.

About Nicholas

Founded in 1939, Nicholas and Company is a third-generation family-owned business committed to quality and integrity in our operations and relationships. We are dedicated to serving our community and providing exceptional foodservice solutions.

Benefits
  • Competitive salary and comprehensive health benefits.
  • 401K profit-sharing plan.
  • Health Savings Account with employer contributions.
  • Wellness program with premium incentives.
  • Tuition reimbursement opportunities.
  • A supportive work environment that values and recognizes achievements.


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