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Technical Support Specialist

2 months ago

Wilmington, North Carolina, United States TEKsystems Full time
Job Description

Duration: 6 Month(s)

Overview:
We are seeking a Technical Support Specialist to deliver exceptional desktop assistance. Our client is a premier global technology provider specializing in bearings, seals, mechatronics, and lubrication systems, with a strong presence in multiple countries.

This role is integral to a dedicated team of 15 specialists, tasked with supporting over 3,500 devices across various locations. The position focuses on the Hanover site, which includes 250+ devices requiring support.

Key Responsibilities:
- Resolve onsite incidents efficiently
- Address user inquiries related to hardware, software, and networking
- Manage IMAC (install, move, add, change) requests
- Assist users in installing applications and peripherals
- Conduct PC managed refreshes
- Troubleshoot network printer issues
- Employ targeted questioning to diagnose problems
- Provide users with clear, step-by-step guidance
- Explore alternative solutions until issues are resolved
- Customize desktop applications to align with user requirements
- Escalate unresolved issues to higher-level support
- Follow up with clients to ensure system functionality

Technologies Utilized:
- Windows XP, 7, 10
- MS Office Suite (Word, Excel, PowerPoint, etc.)
- Lotus Notes
- Microsoft SCCM
- Hardware support for PCs, laptops, mobile devices (iPhone and Android), and printers

Qualifications:
- Strong customer service orientation
- Minimum of 1 year of IT support experience, preferably in desktop support
- Practical experience in a Windows environment
- Proficient in troubleshooting hardware and software issues
- Ability to provide clear troubleshooting instructions
- Excellent problem-solving and multitasking capabilities

Work Environment:
This role operates within a manufacturing setting, promoting a business casual atmosphere and collaborative engagement among the Field Service team.

Additional Information:
Compensation includes competitive pay and benefits, along with paid time off, ensuring a balanced work-life experience.