Technical Support Representative
1 week ago
Company Overview:
TRC Talent Solutions is collaborating with a prominent automotive parts organization to fill a crucial role in their IT department.
Position Summary:
The Tier One Help Desk Specialist will be responsible for delivering first-level technical support and customer service to users within the Corporate IT Shared Services framework.
Key Responsibilities:
- Assist with the deployment and upkeep of personal computers.
- Collaborate with colleagues to create, approve, and maintain a database for problem resolution.
- Analyze, document, and resolve initial customer service inquiries related to supported hardware, software, and network systems.
- Investigate support issues by utilizing available resources, including tracking systems and internal documentation.
- Escalate unresolved issues as necessary and track their resolution progress until satisfactory completion.
- Document all incoming support requests accurately, ensuring timely updates for customers regarding their inquiries.
- Keep the Service Desk team informed of new support challenges 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 in a technical support role.
- Demonstrated excellence in customer service.
- Experience with Point of Sale (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 troubleshooting.
- Ability to troubleshoot network connectivity issues effectively.
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