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End User Service Technician

2 months ago

St Petersburg, United States Intelliswift Full time
Job Summary

Intelliswift is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing second-level technical support to end-users, resolving hardware and software issues, and ensuring seamless service delivery.

Key Responsibilities
  • Provide technical support to end-users via multiple channels, including on-site support for hardware, enterprise software, and connectivity issues.
  • Resolve escalated incidents by analyzing and evaluating issues, consulting with end-users, and completing complex tasks.
  • Install, configure, troubleshoot, and resolve problems on various hardware and software platforms.
  • Monitor call tracking systems for new incidents, requests, and tasks, and troubleshoot and resolve client issues according to service level agreements.
  • Document activity in call tracking systems and communicate technical information to non-technical audiences.
  • Complete installations of corporate standard software images and stay up-to-date with company and department policies and procedures related to technology and end-user services.
  • Communicate system issues affecting service quality or reliability to clients, peers, and management.
  • Participate in testing new product releases and enhancements, and contribute to cross-functional projects.
  • Carry the on-call phone and respond to calls on a rotating basis.
Requirements
  • Minimum of a high school diploma and three years of relevant experience in a technical helpdesk or technical support environment.
  • Advanced technical knowledge of computer hardware, software, operating systems, mobile devices, networking, business applications, security products, and financial services applications.
  • Ability to install, troubleshoot, and maintain computer hardware and software, and operate systems and mobile devices.
  • Excellent communication and documentation skills, with the ability to communicate technical information to non-technical audiences.
  • Strong analytical and problem-solving skills, with the ability to resolve complex technical issues.
Preferred Qualifications
  • Bachelor's degree in Computer Science, MIS, or related field.
  • Experience with ServiceNow, GoToAssist, proprietary software, Chrome, VPN, F5, Global Protect, Office 365, and Exchange Online.
  • Knowledge of hardware break-fix, software installation and support, onboarding of new associates, PC setups, and data backup and restore.