Technical Support Specialist

2 months ago

Hot Springs National Park, Arkansas, United States Axiom Technologies Full time

Axiom Technologies is a premier Global IT Services provider catering to medium to large-scale enterprises. For further insights into our operations, please visit our website.

We are in search of a skilled individual to manage a variety of tasks, from straightforward activities to intricate projects. This position will deliver onsite and on-call support to end-users within the organization's desktop computing framework, ensuring prompt and precise service delivery for optimal user experience.

Key Responsibilities:

  • Serve as the first and second point of contact for customer inquiries and issue resolution.
  • Address client queries professionally and effectively.
  • Receive and execute all service requests assigned, adhering to the established service level agreements.
  • Achieve the defined customer satisfaction metrics as per the outlined guidelines and policies.
  • Install, upgrade, and troubleshoot various operating systems including XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, as well as other authorized desktop applications.
  • Maintain real-time documentation of all service calls in accordance with established policies.
  • Follow established protocols and documentation to ensure successful service delivery for each client.
  • Manage asset control and inventory through timely processing of parts and equipment as per client service agreements.
  • Communicate effectively regarding the status and resolution of issues.
  • Adhere to all safety policies and guidelines consistently.
  • Update tickets for all reported incidents in a timely manner.
  • Conduct troubleshooting and resolution for hardware and software issues.
  • Additional responsibilities may be assigned upon employment offer.
  • Demonstrate strong analytical, troubleshooting, and problem-solving capabilities.

Technical Skills and Experience:

  • Proficient in Windows 7 & 10, and MS Office 2010/2013/2016/365.
  • Ability to communicate technical issues clearly to clients.
  • Willingness to travel to client locations as necessary.
  • Perform general preventative maintenance on computers, laptops, and printers.
  • Execute repairs on desktops, laptops, printers, and other authorized peripheral devices.
  • Capable of lifting and moving computer equipment weighing up to 50 lbs.
  • Must successfully pass annual background checks.
  • Ability to pass agility assessments at the time of hire and every three years thereafter.
  • Broad IT experience with a foundational understanding of networks, servers, audio/visual systems, smart devices, and telecommunications.

In-depth Knowledge Required:

  • Hands-on Networking Experience
  • Familiarity with Windows Operating Systems (e.g., XP, Vista, Windows 7, 10)
  • Proficient in Microsoft Office applications
  • Experience with Active Directory
  • Repair capabilities for desktops, laptops, printers, and other authorized peripheral devices.
  • Installation, upgrades, and troubleshooting for printers and computer hardware.
  • Mobile device management for iOS and Android platforms.
  • Knowledge of Mac operating systems to support Apple users.
  • Utilize diagnostic tools for troubleshooting network connectivity and workstation hardware/software issues.
  • Willingness to work outside regular hours and weekends for projects or emergency support.

Qualifications:

At least two of the following:

  • Bachelor of Engineering in Computer Science, Bachelor of Technology in Computer Science, or Master of Computer Application.
  • CompTIA A+, Microsoft Certified Professional (MCP) or equivalent certifications.

Experience:

  • 1-2 years of relevant experience in a similar role.
  • Willingness to travel within a 10-20 mile radius as required.

Benefits:

  • Flexible work arrangements through a rostering system.
  • Exposure to a diverse range of IT projects and cases.
  • Autonomy in selecting IT requests and cases to work on.

Next Steps:

If you are seeking a new challenge in your career, we encourage you to consider this opportunity.

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