IT Support Specialist

2 weeks ago

WinstonSalem, North Carolina, United States Axiom Technologies Full time

Axiom Technologies stands as a prominent Global IT Services partner, dedicated to assisting medium to large-scale enterprises. For further insights into our operations, please explore our website.

Axiom Technologies is committed to fostering an inclusive workplace and encourages applications from individuals of diverse backgrounds, including Aboriginal and Torres Strait Islander candidates.

Key Responsibilities:

  • Investigate and determine solutions for software and hardware challenges.
  • Identify and resolve technical problems, including account configurations and network setups.
  • Engage clients with targeted inquiries to swiftly pinpoint the underlying issues.
  • Monitor and manage computer system problems until they are resolved within established timeframes.
  • Guide clients through a series of troubleshooting steps via phone, email, or chat until their technical issues are resolved.
  • Appropriately escalate unresolved matters to relevant internal teams (e.g., software developers).
  • Deliver timely and precise feedback to clients.
  • Utilize internal databases or external resources to provide accurate technical solutions.
  • Ensure all issues are meticulously documented.
  • Prioritize and handle multiple open issues simultaneously.
  • Follow up with clients to confirm their IT systems are fully operational post-troubleshooting.

Technical Skills and Experience:

  • Preferred Experience:
  • Experience in the healthcare sector is advantageous but not mandatory.
  • Possession of a vehicle for travel to various sites.
  • Availability to work in a shift rotation (morning, afternoon, and night shifts).
  • Troubleshooting across various computer operating systems.
  • Proficiency in handling different PC operating systems (Windows 7/8 and 10).
  • Experience in hardware and software installations (familiarity with deployment tools like SCCM).
  • Basic understanding of Standard Operating Environment (SOE) and group policies.
  • Printer support capabilities.
  • Strong knowledge of MS Office tools installation and troubleshooting.
  • Exceptional customer service and interpersonal skills.
  • Field experience supporting a range of technologies and services.
  • Advanced technical skills, particularly in troubleshooting Windows, Apple, and virtual operating systems.
  • Ability to manage time and resources effectively to meet or exceed expectations in high-pressure situations while maintaining professionalism.

Personal Attributes:

  • Outstanding end-user computing skills.
  • Solid understanding of infrastructure support.
  • Strong analytical and problem-solving abilities.
  • Highly organized and detail-oriented.
  • Strong customer service orientation and excellent communication skills, both verbal and written.
  • Passionate about delivering quality in all tasks.
  • Able to work independently as well as collaboratively in a team environment.
  • Self-motivated and eager to innovate and think creatively.
  • Preference for solutions that are straightforward, elegant, and effective.
  • Capable of handling and maintaining confidential information.

In-depth Knowledge of:

  • Windows operating systems (e.g., XP, Vista, Windows 7, 10).
  • Microsoft Office applications.
  • PC and laptop hardware.
  • PC and laptop peripherals, including printers.
  • Mobile devices.

Basic Knowledge of:

  • Active Directory.
  • Exchange.
  • Apple operating systems.
  • SCCM.

Relevant Experience:

  • Minimum of 2 years in a similar role.

Next Steps:

If you are seeking a new challenge in your career, we invite you to consider this opportunity.

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