Senior Technical Support Specialist

7 days ago


Oklahoma City, Oklahoma, United States Jobot Full time

Seeking a seasoned Desktop Support Technician to join our team in the Energy industry. This pivotal role ensures the smooth operation of computer systems, providing a seamless experience for users. Key responsibilities include serving as the first point of contact for technical assistance, performing remote troubleshooting, and maintaining computer networks.

Responsibilities:
  • Serve as the primary liaison for employees seeking technical support via phone or email.
  • Utilize diagnostic techniques and pertinent questions to resolve technical issues.
  • Determine the best course of action based on issue details and user feedback.
  • Guide users through the problem-solving process, ensuring a smooth resolution.
  • Escalate unresolved issues to higher-level support personnel when necessary.
  • Provide accurate information on IT products and services to users.
  • Maintain detailed records of events, problems, and resolutions in logs.
  • Follow up with users to ensure issues are resolved to their satisfaction.
  • Promote open communication channels by soliciting user feedback and suggestions.
  • Identify areas for process improvement and propose changes to internal teams.
  • Install, configure, and repair computer hardware and software as needed.
  • Ran diagnostic programs to troubleshoot and resolve technical issues.
  • Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Installed computer peripherals for users, ensuring seamless integration.
  • Foster a culture of continuous improvement by gathering user feedback on computer usage.
  • Compiled reports to identify recurring malfunctions and develop strategies for prevention.
Qualifications:
  • A minimum of 5+ years of experience as a Desktop Support Technician or similar role.
  • Proven ability to diagnose and resolve basic technical issues efficiently.
  • Excellent proficiency in English language communication skills.
  • Customer-oriented and composed under pressure.
  • Bachelor's degree in IT, Computer Science, or related field.
  • Professional certification, such as Microsoft Certified Systems Administrator (MCSA), is an asset.
  • Hands-on experience with O365 and various software installations.
  • Strong problem-solving skills and ability to manage multiple priorities.
  • In-depth understanding of Microsoft and Apple operating systems.
  • Able to read and comprehend technical manuals.
  • Effective time management and prioritization skills.
  • Knowledge of network security best practices and antivirus programs.
  • Proficient in remote troubleshooting and clear instruction provision.
  • Thorough knowledge of computer systems and IT components.
  • Good grasp of internet security and data privacy principles.


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