Technical Support Endpoint Specialist

2 weeks ago


Pittsfield, Massachusetts, United States TEC Staffing Services, LLC Full time
Position Overview:
The Technical Support Endpoint Specialist will play a crucial role in delivering exceptional technical assistance and support for a variety of IT-related inquiries and challenges. This position is ideal for a detail-oriented individual with a passion for technology and a commitment to providing outstanding customer service.

Key Responsibilities:
  • Act as the primary contact for clients seeking technical support through various communication channels.
  • Diagnose and resolve technical issues related to hardware and software efficiently.
  • Follow established processes and maintain accurate documentation.
  • Ensure precise data entry to support Key Performance Indicators, including Service Level Agreements and Customer Satisfaction metrics.
  • Advise clients on appropriate solutions and actions.
  • Provide comprehensive information regarding IT products and services.
  • Escalate unresolved issues to higher-level support teams as necessary.
  • Identify urgent situations and escalate them promptly.
  • Maintain a high standard of customer service and professionalism.
  • Uphold confidentiality and integrity in all interactions.
  • Perform additional tasks as required.

Qualifications:
  • Associate's degree or a minimum of one year of experience in a helpdesk role is preferred.
  • ITIL or other IT Service Management certifications are advantageous.
  • Strong skills in customer support and communication, both written and verbal.
  • Ability to troubleshoot and resolve basic technical issues effectively.
  • Flexibility to multitask and prioritize in a dynamic work environment while maintaining focus and accuracy.
  • Attention to detail and strong follow-through capabilities.
  • Possession of a reliable vehicle for travel purposes.
  • Capability to lift up to 50 pounds as needed.


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