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Technical Support Specialist
2 months ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Stafford Gray. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our clients, ensuring that their technical issues are resolved efficiently and effectively.
Key Responsibilities- First Point of Contact: Respond to incoming calls, helpdesk tickets, and remote support requests for service from clients, providing timely and courteous assistance.
- Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
- Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
- Escalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
- Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
- User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
- System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
- Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
- Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including clients, staff, and administrators.
- Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.
- Education: Bachelor's degree in Information Technology, Business Administration, or related discipline.
- Experience: Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.
- Technical Skills: Basic knowledge of Windows and macOS operating systems, familiarity with common software applications, understanding of network fundamentals, and experience with remote desktop tools, call management, and helpdesk software.
- Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
