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Technical Support Specialist

2 months ago

Downers Grove, Illinois, United States Forhyre Full time
Position Overview

We are seeking a Desktop Support Engineer to deliver exceptional technical support to our clientele. Your role will involve assisting with the installation, upgrading, and troubleshooting of both hardware and software systems.

If you possess a strong technical background and enjoy aiding end users, we would like to connect with you. Success in this position requires a proactive problem-solving mindset and the ability to convey clear technical guidance.

Familiarity with remote troubleshooting methods is essential.

Your ultimate goal will be to provide timely and accurate customer service, thereby enhancing client satisfaction.

Key Responsibilities

  • Resolve user inquiries related to hardware, software, and networking issues
  • Guide customers through the installation of applications and computer peripherals
  • Utilize targeted questioning to identify and diagnose issues
  • Provide users with straightforward, step-by-step instructions
  • Conduct remote troubleshooting sessions
  • Explore alternative solutions until the issue is resolved
  • Tailor desktop applications to align with user requirements
  • Document technical issues and their resolutions in logs
  • Escalate unresolved issues to higher-level support staff
  • Follow up with clients to confirm their systems are operational
  • Gather customer feedback and identify potential product enhancements
  • Assist in the creation of technical documentation and user manuals

Qualifications

  • Demonstrated experience as a Desktop Support Engineer, Technical Support Engineer, or in a similar capacity
  • Practical experience with Windows, Linux, and Mac OS environments
  • Proficient understanding of office automation tools and computer peripherals, including printers and scanners
  • Knowledge of network security protocols and antivirus solutions
  • Capability to perform remote troubleshooting and provide clear guidance
  • Strong problem-solving and multitasking abilities
  • Customer-focused approach