Technical Support Specialist

2 weeks ago

WinstonSalem, North Carolina, United States MyCareer+ Full time
Job Overview

POSITION SUMMARY:
The role of the IT Support Analyst is crucial in maintaining seamless computer operations, enabling end users to perform their tasks effectively. This position involves managing incoming help requests, prioritizing them, documenting the issues, and actively working towards their resolution. The analyst will utilize diagnostic tools and provide hands-on assistance at the desktop level.

KEY RESPONSIBILITIES:

Operational Duties

  • Respond to help requests from end users through various channels including phone, email, and chat in a professional manner.
  • Collect and document essential user information such as name, department, contact details, and the nature of the issue.
  • Track and document the entire help desk request process, detailing all decisions and actions taken until resolution.
  • Utilize diagnostic tools to assist in troubleshooting.
  • Access online resources, including software updates and knowledge bases, to facilitate problem-solving.
  • Familiarize oneself with the software and hardware supported by the organization.
  • Provide hands-on support at the desktop level, including software installation, upgrades, and system configuration.
  • Test solutions to confirm that issues have been resolved satisfactorily.
  • Conduct follow-ups after resolution to ensure user satisfaction.
  • Create help documentation and knowledge base articles for end users.
  • Perform additional duties as required in line with the position's scope.

SKILLS & EXPERIENCE:

  • Comprehensive knowledge of computer hardware including desktops, laptops, printers, and mobile devices.
  • Proficient in desktop and mobile operating systems, particularly Windows 10 and 11, iOS, and Android.
  • Significant experience in application support, particularly with Office / O365.
  • Familiarity with network devices such as routers, switches, and firewalls.
  • Experience with backup solutions and antivirus systems.
  • Basic knowledge of ERP systems is advantageous.
  • Experience with Active Directory and Azure.
  • Understanding of VoIP systems.
  • Ability to assist remote users using remote support tools.
  • Strong written and verbal communication skills.
  • Excellent interpersonal skills with a focus on building rapport and effective listening.
  • Strong documentation abilities.

EDUCATION & PERSONAL ATTRIBUTES:

  • Associate's or Bachelor's degree in Information Systems, or equivalent experience.
  • Ability to research and resolve a wide range of computing issues.
  • Quick learner with the ability to retain information efficiently.
  • Ability to communicate technical concepts in an understandable manner.
  • Self-motivated and detail-oriented.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize tasks effectively in a fast-paced environment.
  • Commitment to exceptional customer service.

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