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IT Support Specialist

2 months ago

South Jordan, Utah, United States Nesco Resource Full time

Overview:

The IT Support Specialist serves as the primary contact for users reaching out to our IT Service Desk.

In delivering exceptional customer service, the IT Support Specialist manages incoming inquiries, records all details in a call tracking system, and utilizes a knowledge base tool alongside their expertise to address issues promptly.

This role emphasizes providing top-tier customer service, achieving high rates of first call resolution, and identifying opportunities to enhance and automate support processes.



Key Responsibilities:
Exhibit strong customer service abilities to deliver phone support, including:
o Actively listening to customers to accurately assess their situations
o Demonstrating empathy towards customers' concerns and maintaining a sense of urgency in resolving issues
o Producing precise, detailed documentation at the client, problem, and incident levels
o Effectively managing conflicts
Responsible for delivering high-quality technical support to end-users, related to enterprise software and hardware.

Responsibilities encompass assessment, triage, research, training/education, and resolution of incidents and requests concerning application software products and/or infrastructure components in a dynamic 24/7 environment.

Under general supervision, provides after-hours and weekend support as necessary.
This position demands meticulous attention to detail, follow-through, teamwork orientation, and a positive demeanor.
A solid understanding of technology and the capability to apply that knowledge to support all existing systems is essential.
Supports all facets of client assistance and immediate computing needs while exhibiting professionalism and composure through phone, online chat, and in-person interactions.
Cultivates a positive customer support experience, establishing rapport and trust with end users through a professional attitude and approach to problem-solving, ensuring timely resolution or escalation by providing urgency, evaluating business impact, and promptly communicating status updates to end users.
Identifies and collaborates with internal end users to offer guidance and support, employing sound communication and customer service principles, even in challenging situations.
Conducts investigation, diagnosis, resolution, and recovery for hardware/software issues.
Installs, modifies, cleans, runs diagnostic programs, and repairs computer hardware/peripherals and software.

Qualifications:

Outstanding customer service skills are essential.
Excellent communication skills are required.
Two to five years of demonstrated, relevant work experience in a comparable complex, high-tech, and fast-paced environment is preferred.
Previous experience in a technical support role is advantageous but not mandatory.

Required Education:
High school diploma or GED with relevant work experience.
Ability to diagnose the root cause of issues in a complex environment and provide effective solutions swiftly.
Self-motivated with the ability to work independently in a high-pressure setting.
Willingness to work flexible shifts, including evenings, weekends, and public holidays.

***Responsible for delivering high-quality technical support to end-users, related to enterprise software and hardware.
A solid understanding of technology and the ability to apply that knowledge to support all existing systems.
Conducts investigation, diagnosis, resolution, and recovery for hardware/software issues.

Two to five years of demonstrated, relevant work experience in a comparable complex, high-tech, and fast-paced environment.*

Nesco Resource is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.