Mac Support Specialist

4 days ago


Idaho Springs, Colorado, United States Tekfortune Inc Full time
Job Title: L2 Desktop Support Analyst

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.
Requirements:
  • 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.
Location:

Colorado Springs, CO, Charlotte, NC, Chesapeake, VA, Maricopa, AZ.



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