IT Support Specialist

2 weeks ago


South Jordan, Utah, United States Russell Tobin Full time

Company Overview: Russell Tobin is a leading firm in the investment sector, dedicated to providing exceptional service and support to our clients.

Position: Technical Support Representative/Service Desk Agent

Type: Contract Position

Compensation: Competitive hourly rate based on experience.

Role Summary: The Technical Support Representative acts as the first point of contact for clients reaching out for IT assistance. This role requires outstanding customer service capabilities, technical knowledge, and the ability to address a variety of software and hardware challenges. The representative plays a crucial role in ensuring prompt resolution of client issues while keeping accurate records and contributing to ongoing process enhancements.

Key Responsibilities:

Customer Service Excellence:

  • Handle incoming inquiries and support requests, ensuring a high level of customer satisfaction.
  • Actively listen to clients to accurately diagnose their technical issues.
  • Show empathy and urgency in resolving client concerns.
  • Document all interactions and incidents with precision.
  • Effectively manage conflicts to ensure positive outcomes for clients.

Technical Support:

  • Deliver top-notch technical assistance related to enterprise-level software and hardware.
  • Evaluate, prioritize, and resolve incidents and requests related to application software and infrastructure.
  • Conduct troubleshooting and recovery for both hardware and software problems.
  • Install and maintain computer hardware and peripherals as necessary.

Process and System Management:

  • Utilize available resources and knowledge bases to resolve issues efficiently.
  • Identify and implement opportunities for improving service desk processes.
  • Maintain a strong attention to detail and ensure follow-through on commitments.
  • Apply a comprehensive understanding of technology to support various systems effectively.

Communication and Collaboration:

  • Build rapport with clients through a professional and understanding approach.
  • Provide timely updates to clients regarding the status of their issues.
  • Work collaboratively with internal teams to ensure cohesive service delivery.

Availability and Flexibility:

  • Be available for after-hours and weekend support as needed.
  • Demonstrate flexibility in working various shifts, including evenings and weekends.

Qualifications:

  • Outstanding customer service and communication skills.
  • Two to five years of relevant experience in a dynamic, technology-driven environment.
  • Preferred experience in a technical support capacity.
  • High school diploma or GED required; relevant experience may be considered.
  • Ability to efficiently diagnose and resolve issues in a complex setting.
  • Self-driven with the capability to work independently under pressure.
  • Willingness to adapt to changing work schedules and requirements.

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