Technical Support Analyst

2 months ago


Houston, Texas, United States Intellegens, Inc. Full time

Position Overview: IT Support Specialist

The IT Support Specialist is primarily responsible for managing service requests and providing exceptional technical assistance. We are seeking a motivated individual with a background in information technology and a minimum of three years of experience in a helpdesk environment. This role is ideal for someone eager to advance their career in the IT sector.

As a key member of our support team, the IT Support Specialist will handle incoming service requests related to various IT challenges and ensure that they are escalated to the appropriate support levels when necessary.

Key Responsibilities:

  • Quickly and effectively respond to service requests submitted through the IT helpdesk
  • Assist users via phone and email to resolve their technical inquiries
  • Develop comprehensive training materials, including step-by-step guides with visuals for end users
  • Provide technical support for issues concerning software, hardware, and systems
  • Document internal processes and procedures for future reference
  • Monitor and maintain the daily performance of computer systems
  • Engage with customers to identify the root causes of their issues through thoughtful questioning
  • Guide customers through the problem-solving process, empowering them to troubleshoot independently
  • Conduct diagnostic tests to identify and resolve technical problems
  • Perform routine maintenance and cleanup of computer systems
  • Train new staff members on support protocols and procedures
  • Report significant and recurring technical issues to the second-tier support team
  • Resolve technical challenges related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Gather user feedback to identify patterns and common issues, enabling the creation of FAQs to assist customers in troubleshooting


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