Technical Support Specialist

1 week ago


Atlanta, Georgia, United States Resolution Technologies, Inc. Full time

IT Help Desk Support Specialist Opportunity

Resolution Technologies, Inc. is currently in search of a skilled IT Help Desk Support Specialist. This role involves delivering daily assistance to both in-person and remote users within the organization, effectively managing and prioritizing incidents and requests through a service management platform.

Key Responsibilities of the IT Help Desk Support Specialist


Incident Management: Efficiently prioritize and manage incidents and service requests using the designated service management tool.


User Support: Provide consistent support to both walk-in and remote users, assisting them in diagnosing and resolving their IT challenges.


Phone Support: Respond to phone inquiries promptly, offering immediate assistance and resolving user issues or directing calls as necessary.


Customer Engagement: Demonstrate strong interpersonal skills while maintaining a high standard of customer service, ensuring a positive experience for all users.


Technical Troubleshooting: Quickly identify, troubleshoot, and resolve technical issues, escalating more complex problems when appropriate.


Documentation: Maintain accurate records of all incidents, requests, and resolutions within the service management system.


Team Collaboration: Collaborate with other IT team members to ensure seamless support and knowledge sharing.


On-Site Availability: Be present at the office during standard working hours to assist users in person.

Required Qualifications


• Proven experience in a similar IT support or service desk role.


• Minimum of 2 years of technical support experience.


• Proficiency in utilizing service management tools for incident and request handling.


• Exceptional communication and interpersonal skills.


• Strong analytical and problem-solving capabilities.


• Ability to thrive in a fast-paced environment with demanding users.


• Dedication to maintaining high levels of customer satisfaction.

Preferred Qualifications


• Relevant technical certifications are preferred, such as A+, Network+, or Security+, or equivalent experience in a service desk role.


• Familiarity with remote support tools and methodologies.



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