IT Support Specialist
5 days ago
Amtec Enterprise is seeking a highly skilled and experienced IT Support Specialist to join our team.
Key Responsibilities:
- Provide technical support to internal customers via phone, email, and in-person interactions.
- Use Service Management solutions to log, assign, and receive support tickets with descriptions of issues, progress, and solutions.
- Resolve problems with hardware and software, including network access, Microsoft Office, and business systems.
- Use diagnostic tools to identify problems and root cause, and update knowledge base with prescriptive guidance for common problems.
- Escalate incidents and requests Tier 3 support when the problem is more complex.
- Develop and maintain knowledge of legacy, existing, and new PC hardware and software technology.
- Participate actively in incident, problem, request, and change management processes and their ongoing improvement.
- Follow procedures for the installation, deployment, and maintenance of workstation hardware and software.
- Execute corrective actions as prescribed by other technicians or per standard recovery procedures.
Requirements:
- High School Diploma required.
- 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity.
- Professionally respond to customer support requests.
- Technical writing proficiency.
- Innovative, team-oriented problem solver.
- Excellent interpersonal, negotiation, and communication (verbal and written) skills.
- Excellent organizational, time management, and follow-through skills.
- Ability to manage multiple, competing priorities.
- Unwavering commitment to providing customers with a high-quality experience.
- Troubleshooting and diagnostic/repair skills for PCs and components.
- Troubleshooting and diagnostic/repair skills for peripheral equipment such as printers, document scanners, barcode scanners, handheld devices, and monitors.
- Experience using imaging and migration utilities such as SCCM, MDT, and USMT.
- Proficiency in Microsoft Office application usage.
- Experience troubleshooting Mobile Device Operation Systems (iOS, Android).
- Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7).
- Knowledge of networking fundamentals.
- Must be physically capable of lifting computers, monitors, printers, parts, and supplies and sitting for extended periods of time.
- Experience troubleshooting MacOS clients.
- CompTia A+ / Server+ / Network+
- HDICustomer Help Desk Analyst
- Microsoft Office Specialist
- MTA / Microsoft Office Specialist
- MCP / MCSA / MCSE / MCDST
- ITIL
- ServiceNow
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