IT Support Specialist
4 weeks ago
Job Title: Desktop Support Specialist
Job Summary: We are seeking a skilled Desktop Support Specialist to join our team at Tekfortune Inc. As a key member of our IT department, you will be responsible for providing top-notch technical support to our enterprise users.
Key Responsibilities:
- Provide deskside support experience to enterprise users
- Report to the Deskside Support Lead
- Good customer handling skills and act as a single point of contact
- Awareness of ITIL processes and adherence to reporting
- Handling tickets and requests to troubleshoot reported problems and take necessary steps to resolve them
- Troubleshooting technical issues
- Ensuring processes are adhered to
- Building and configuring PCs and laptops, as well as loading software
- Setting up applications like Outlook, Wi-Fi, VPN, and Backup
- Setting up and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices
- Tracking work tickets on ITIL-based ticketing systems like Service Now and Remedy
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues
- Performing repairs on computers, laptops, printers, and other authorized peripheral equipment
- Improving and maintaining customer and employee satisfaction
- Performing asset inventory activities as needed
- Creating documentation for processes and procedures
- Break-fix, troubleshooting, and resolving software issues
- Reimaging computers/hard drives
- Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis
Requirements:
- Minimum 4 years of hands-on experience as deskside/onsite support/local IT engineer
- Strong experience in troubleshooting MS Office (Outlook, Word, Excel, PowerPoint, etc.)
- Strong desktop support knowledge, including hardware, software, and networking concepts
- Strong skills in desktops, workstations, notebooks, and printers and handhelds
- Troubleshooting and assisting end users with mobile device setup, activations, and performance issues
- Strong customer service skills
- Strong written and verbal communication skills
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