IT Support Specialist

4 weeks ago


Huntington, West Virginia, United States Frederick Fox Full time

At Frederick Fox, we are seeking an experienced IT Support Specialist to deliver prompt and valuable technical support for computer systems. In this role, you will address Level II technical inquiries and provide knowledgeable resolutions. The ideal IT Support Specialist will possess robust technical expertise and excel in effective communication, ensuring a comprehensive grasp of issues and clear explanations of the solutions. This position requires a customer-centric approach and ability to demonstrate patience in addressing challenging customer service concerns.

Key Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email, or the ticketing system and triage issues as required.
  • Troubleshoot and resolve Tier 2 client hardware and software related issues in a timely manner ensuring complete client satisfaction.
  • Process onboarding and offboarding of employees across the entire client base.
  • Identify recurring issues and develop solutions including impact analysis.
  • Ability to solve issues from the office utilizing company RMM tool.
  • Document solutions and process for resolution in the ticketing system.

Required Qualifications:

  • 2-3 Years of Experience in a Service Desk Role
  • CompTIA A+ certification or equivalent with a desire to enhance knowledge.
  • Experience working with enterprise email solutions such as Office 365, G-Suite, and Exchange along with the ability to integrate them on mobile devices.
  • Ability to diagnose and resolve workstation issues of any type.
  • Excellent communication skills and the ability to fully document interactions.
  • Customer-oriented and ability to work under pressure.
  • Install, configure, and troubleshoot PC, MAC, and mobile device hardware and OS related issues.
  • Ability to troubleshoot and deploy enterprise printers including multifunctional devices.
  • Appropriate knowledge of Microsoft Server, Active Directory, Networking, and Infrastructure for solving intermediate level issues.
  • Additional duties as assigned.

Work Schedule:

  • 8 hour shift - Monday to Friday 8:00am – 5:00pm Onsite


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