Mac Support Specialist
4 days ago
Join Tekfortune Inc as a L2 Desktop Support Analyst and be part of a dynamic team that provides top-notch technical support to our customers.
Responsibilities:- Provide hardware and software problem diagnosis and resolution via telephone, email, or chat for customers' end-users.
- Classify service calls according to specified options and route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
- Coordinate with level 2 and 3 support staff to provide hardware and software problem resolution.
- Use ServiceNow to document and manage problems and work requests, and their respective resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from incident dispatchers, and assign work orders/incidents to appropriate support teams if necessary.
- Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Troubleshoot client software and basic network connectivity problems remotely using Bomgar.
- Identify, evaluate, and prioritize customer problems and complaints.
- Participate in ongoing training and departmental development.
- Maintain quality standards for incident documentation and phone calls.
- 2 years of technical helpdesk or technical call center experience.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with Windows Operating Systems, Active Directory, Exchange 2003/2007, ITSM ticketing tools, remote desktop connectivity applications, MS Office Suite, and Internet browsers.
- Current experience with troubleshooting VPN and remote dial-in user issues, support for laptop, desktops, printers, and apple products, and others.
- Experience with troubleshooting VOIP issues, understanding how to read and collect log files for applications, and experience with remotely installing software using PowerShell.
- Helpdesk experience: 1 year (required).
- 2 years of remote troubleshooting experience.
- 1 year of call center experience.
- Currently A+ certificate or relevant hands-on experience.
Colorado Springs, CO, Charlotte, NC, Chesapeake, VA, Maricopa, AZ.
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