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Technical Support Specialist
2 months ago
Company Overview: TRC Talent Solutions is collaborating with a prominent automotive parts organization to find a dedicated Tier One Help Desk Specialist.
Position Overview: This role is a contract-to-hire opportunity that necessitates onsite engagement. Ideal candidates will possess tier one help desk experience, with preference given to those with POS knowledge. Recent graduates holding IT certifications are encouraged to consider this position.
Key Responsibilities:
- Provide first-level support and diagnosis for customers of the Corporate IT Shared Services.
- Assist in the deployment and upkeep of personal computers.
- Collaborate with team members to create, validate, and maintain problem resolution databases.
- Analyze, document, and resolve initial customer service inquiries related to internal hardware, software, and network systems.
- Research unresolved support issues using available resources, including incident tracking systems and internal documentation.
- Escalate issues as necessary and monitor the resolution process until customer satisfaction is achieved.
- Document all incoming support requests accurately, keeping customers informed of their ticket status and resolutions.
- Communicate new support issues to the Service Desk team and management promptly.
- Continuously seek to enhance call handling and resolution processes.
- Perform additional job-related tasks as required.
Qualifications:
- At least one year of relevant experience.
- Outstanding customer service skills.
- Experience with POS systems is advantageous.
- Proficiency in Windows Operating Systems, particularly Windows 10.
- Familiarity with Microsoft Office Applications, especially O365, is a plus.
- Experience with mobile devices and mobile email support.
- Ability to troubleshoot network connectivity issues.
