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Technical Support Specialist
2 months ago
IT Support Analyst Role Overview
Position Summary
The Technology Service Center (TSC) plays a crucial role in ensuring smooth operations through effective support and management of service requests. This position is responsible for providing timely assistance to end-users, managing incident escalation, and ensuring efficient ticket resolution.
Key Responsibilities
- Deliver comprehensive phone, onsite, and remote support for end-users utilizing Windows systems.
- Assist with equipment and cabling setup at various locations.
- Manage the installation and dismantling of IT equipment as required.
- Utilize the ServiceNow ticketing platform for ticket creation, assignment, and escalation management.
- Conduct thorough investigations and troubleshooting for applications, operating systems, and peripheral devices.
- Deploy and maintain various IT assets including computers, IP phones, and scanners.
- Provide basic support for network printing issues.
- Build, maintain, and configure desktop hardware, including upgrades and replacements of outdated equipment.
- Test new software applications and operating systems for compatibility with existing systems.
- Ensure accuracy in the asset management database.
- Assist with the packaging and shipping of IT equipment as necessary.
- Perform additional tasks as assigned.
- Travel to various locations as required.
Qualifications
- Completion of a one-year certificate program from a college or technical school, or a combination of relevant experience and education.
- A minimum of 1-2 years of outstanding customer service experience.
- 1-2 years of experience in help desk or technical support roles.
