IT Support Coordinator
2 weeks ago
Position - Technical Support Specialist
Location - Harrisburg, PA (Onsite)
Overview
This role involves a hybrid work schedule, with a balance of in-office and remote work.
Shifts available are either 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM, allowing flexibility based on preference.
Initial training will be conducted in the office, after which a mix of telework will be implemented.
Job Responsibilities:
The Technical Support Specialist will engage in call center operations, providing assistance to users experiencing difficulties with their computer systems, including login issues, password resets, and navigating applications. The role includes escalating tickets to higher support tiers when necessary.
The Specialist will evaluate and troubleshoot issues related to business applications, utilizing their knowledge of software and hardware to effectively resolve user inquiries.
Key Duties:
• Respond to incoming calls and emails from users facing challenges with business applications or seeking guidance on specific functionalities.
• Identify the root cause of issues, determining if they stem from hardware components or application-related problems, and document findings in the tracking system.
• Follow established protocols for escalating unresolved issues.
• Guide users through systematic problem-solving processes.
• Leverage technical databases and collaborate with colleagues to research and resolve issues.
• Utilize reference materials and diagnostic tools to address technical challenges effectively.
• Assist in the coordination of system changes, upgrades, and new product implementations, ensuring compatibility with existing environments.
• Provide timely and accurate responses to general inquiries related to usage and administrative functions.
• Communicate clear and informative status updates to users.
• Track and report time spent on various tasks.
• Adhere to quality assurance standards.
• Collaborate effectively within a team setting.
• Complete assigned responsibilities diligently.
• Exhibit strong verbal and written communication skills.
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