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Technical Support Specialist

2 months ago

Alexander City, Alabama, United States augmentjobs Full time
Job Overview:

The Technical Support Specialist plays a critical role in ensuring the smooth operation of our organization's IT systems. As a key member of our team, you will be responsible for providing technical assistance and support to our users, both internal and external, who are experiencing technical issues with software, hardware, or network systems.

Key Responsibilities:
  • Technical Assistance: Provide first and second-level technical support to users via various communication channels, addressing and resolving technical issues related to software, hardware, and network systems.
  • Troubleshooting: Diagnose and troubleshoot issues by guiding users through step-by-step solutions, utilizing diagnostic tools and software to identify the root cause of problems and implement fixes.
  • Incident Management: Record, track, and manage all incoming support requests through our ticketing system, ensuring that incidents are resolved within agreed-upon service level agreements (SLAs).
  • User Training: Provide training and guidance to users on the proper use of IT systems, software applications, and best practices, developing and updating user manuals and help guides as needed.
  • System Maintenance: Assist in the maintenance and updates of IT systems, including software installations, patches, and upgrades, ensuring that systems are operating efficiently and securely.
  • Documentation: Document all support interactions, troubleshooting steps, and resolutions in the ticketing system, maintaining an up-to-date knowledge base of common issues and solutions.
  • Escalation: Escalate complex or unresolved issues to senior technical support staff or specialized teams as needed, following up to ensure that escalated issues are resolved to the user's satisfaction.
  • Customer Service: Provide excellent customer service by communicating clearly, empathetically, and professionally with users, ensuring that users feel supported and valued throughout the support process.
  • Continuous Learning: Stay current with the latest technology trends, software updates, and best practices in technical support, participating in ongoing training and professional development opportunities.
Qualifications:
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Technical Skills: Proficiency in operating systems (Windows, macOS, Linux), common office software (e.g., Microsoft Office), and IT support tools, basic understanding of networking concepts and hardware.
  • Problem-Solving: Strong analytical and problem-solving skills, ability to diagnose and resolve technical issues effectively.
  • Communication: Excellent verbal and written communication skills, ability to explain technical concepts to non-technical users in a clear and understandable manner.
  • Customer Focus: Strong customer service orientation with a commitment to providing a positive user experience, patience and empathy when dealing with user issues.
  • Time Management: Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
  • Teamwork: Ability to work well independently and as part of a team, willingness to collaborate with colleagues and share knowledge.
Preferred Qualifications:
  • Prior experience in a technical support or help desk role.
  • Certifications such as CompTIA A, Microsoft Certified Professional (MCP), or equivalent.
  • Experience with IT service management (ITSM) tools and ticketing systems.