Technical Support Specialist

2 weeks ago


Tempe, Arizona, United States JCO Workforce Solutions Full time
Position Overview

As a Technical Support Specialist at JCO Workforce Solutions, you will play a crucial role in providing exceptional assistance to our clients facing technical challenges. Your expertise will ensure that users receive timely and effective support, contributing to a seamless operational experience.

Key Responsibilities:
  • Maintain a visible presence in the Technical Support Center to assist clients requiring technical assistance.
  • Respond to client inquiries through various channels including phone, chat, email, and support tickets.
  • Record call details and generate service requests within the tracking system.
  • Ensure accurate categorization and routing of inquiries, adhering to escalation protocols when necessary.
  • Diagnose issues utilizing the knowledge base and perform additional research as required.
  • Document symptoms and solutions in knowledge articles for future reference.
  • Share updated knowledge articles, standard operating procedures, and guidelines with team members and stakeholders.
  • Possess a fundamental understanding of commonly used software applications and hardware.
  • Uphold information security and computer systems policies.
  • Deliver end-user training on system access, printing, and Microsoft Office applications.
  • Collaborate with other IT departments on project tasks and issue escalation.
  • Create technical documentation for training purposes, best practices, software usage, and hardware management.
  • Execute user administration tasks, including Active Directory, Exchange, Office 365, and proprietary applications.
  • Engage in software distribution and ongoing upgrade projects.
  • Contribute to internal team initiatives and meet established deadlines.
  • Provide support to both in-office and remote users.
Qualifications:
  • Equivalent experience to an associate degree in computer information systems.
  • Basic understanding of current Windows operating systems and Microsoft Office applications.
  • Fundamental troubleshooting skills with client workstations.
  • Familiarity with mobile device support is advantageous.
  • Knowledge of Apple/Mac systems is highly preferred.
  • Experience with corporate help desk and call tracking software is strongly preferred.


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