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Technical Support Specialist

2 months ago

Middletown, New York, United States Resource Logistics Full time
Resource Logistics - Technical Support Specialist

The position of Technical Support Specialist is vital in delivering exceptional helpdesk assistance. Candidates should possess strong troubleshooting skills and be proficient in documenting issues thoroughly. This role serves as the initial point of contact for all incoming service requests related to PC, Apple, or infrastructure support.

Key Responsibilities:
  • Deliver high-quality technical support to clients through various communication channels.
  • Assist with client workstations, including hardware components and peripheral devices.
  • Maintain proactive and consistent communication with clients and team members.
  • Record all time and activities accurately in the ticketing system.
  • Manage the ticket queue effectively to ensure timely resolutions.
  • Keep all ticket notes and statuses current and comprehensive.
  • Troubleshoot end-user technical issues and document all steps leading to resolution.
  • Demonstrate the ability to multi-task and manage workload efficiently.
  • Collaborate on initiatives to enhance operational efficiency.
  • Take ownership of issues, document them, and escalate when necessary.
  • Meet individual and team service level agreement (SLA) targets.

This role is essential for maintaining high standards of technical support and ensuring client satisfaction.