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Technical Support Specialist
2 months ago
Position: IT Helpdesk Technician
Capital City Press is a prominent news organization dedicated to delivering high-quality local journalism. With a robust team of skilled professionals, we are committed to adapting and evolving in the digital landscape to meet the needs of our audience.
We are seeking a knowledgeable IT Helpdesk Technician to join our team. This role is essential in providing prompt and effective technical support for our internal systems. The ideal candidate will possess a strong technical background, experience in troubleshooting, and the ability to communicate solutions clearly to colleagues. Patience and a customer-focused approach are vital for assisting individuals who may be experiencing technical difficulties.
Key Responsibilities:
- Act as the primary contact for team members requiring technical assistance.
- Conduct remote troubleshooting using diagnostic methods and relevant inquiries.
- Assess issues and determine the most effective solutions based on provided details.
- Guide users through the problem-solving process step-by-step.
- Escalate unresolved issues to higher-level support or vendor assistance as necessary.
- Provide accurate information regarding IT products and services.
- Document incidents and resolutions in a systematic manner.
- Follow up with users to ensure their issues are resolved and gather feedback.
- Relay any customer feedback or suggestions to the appropriate internal teams.
- Identify opportunities for procedural enhancements.
Qualifications:
- Demonstrated experience in a help desk, end-user support, or network support capacity.
- Proficient in Microsoft Office Suite, Adobe applications, databases, and remote desktop tools.
- Solid understanding of operating systems, including Windows and Mac, as well as mobile devices and related technologies.
- Ability to diagnose and resolve basic technical problems effectively.
- Strong communication skills and a customer-oriented mindset.
- Composed and patient demeanor when dealing with technical issues.
Preferred Qualifications:
- Bachelor's degree in IT, Computer Science, or a related field.
- Experience providing support for both PC and Mac systems.
Capital City Press is dedicated to fostering a diverse workforce and providing unique career opportunities for all employees. We welcome applicants from various backgrounds and experience levels.
