Technical Support Specialist
1 month ago
ROLE SUMMARY
The IT Service Desk Technician plays a crucial role in providing assistance and support to both internal personnel and external partners, ensuring seamless IT operations and user satisfaction.
KEY RESPONSIBILITIES
- Deliver fundamental technical assistance to users.
- Investigate, resolve, and address inquiries promptly, adhering to organizational standards.
- Identify and troubleshoot end-user computing issues, including analyzing problems, determining appropriate resources, testing solutions, and following up to confirm resolution.
- Document customer interactions through detailed call logs/tickets that are accurate and timely.
- Inform users about necessary repairs and respond to basic inquiries, ensuring a high level of customer satisfaction.
- Maintain up-to-date knowledge of relevant policies to provide accurate technical solutions.
- Support efforts to triage and escalate any system or network outages to minimize downtime.
- Assist with remote support for teleconferencing systems and audiovisual presentation equipment.
- Manage the procurement, deployment, and tracking of IT assets.
- Facilitate the onboarding process for new users.
- Contribute to ERP operations.
- Experience in troubleshooting integrated and interdependent computer systems.
- Familiarity with maintaining thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld devices.
- Ability to prioritize tasks based on departmental and production goals independently in a dynamic environment.
- Skills in Service Management, Project Management, and Inventory Management are advantageous.
- Strong written and verbal communication skills.
QUALIFICATIONS
- High School Diploma or equivalent.
- At least 3 years of experience with Microsoft Office applications and Windows Operating Systems.
- A minimum of 1 year of experience in maintaining laser printers.
- Possession of A+, Network +, or other recognized IT industry certifications.
- Ability to lift up to 49 lbs and stand or walk for extended periods, with or without reasonable accommodation.
COMPENSATION AND BENEFITS
In addition to competitive pay and opportunities for career growth, we offer a comprehensive benefits package for eligible employees, which includes:
- Medical, dental, and vision insurance
- Company-paid life and AD&D insurance
- Company-paid short- and long-term disability insurance
- Voluntary benefit options
- 401(k) retirement savings plan with a generous company match
- Generous paid time off and holidays
- Tuition reimbursement programs
- Employee Assistance Program (EAP)
- Voting Leave
- Parental Leave
For inquiries regarding this position, please refer to the appropriate channels.
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