Technical Support Specialist

2 weeks ago

Valparaiso, Indiana, United States Trust Tech, LLC Full time
Job Overview

Position Summary:

The role of the Help Desk Technician is a vital technical position that provides primary and limited secondary support to staff and clients. This position is accountable for tracking, documenting, resolving, and escalating issues related to all IT-supported products and services.

Work Environment:

This position is office-based and typically requires a commitment of 40-45 hours per week, predominantly during weekdays, with occasional needs for weekend or after-hours work to reduce the impact on business operations during regular system maintenance or migrations.

Key Responsibilities:

  • Serve as the first point of contact for internal and external customers, addressing and resolving hardware, software, and application-related inquiries.
  • Continuously monitor IT services, addressing and escalating issues as necessary.
  • Utilize available tools and adhere to established procedures to resolve user-reported problems effectively.
  • Assist in developing and maintaining Standard Operating Procedures for routine tasks.
  • Manage inventory and check-in/check-out processes for hardware resources utilized by Professional Services staff.
  • Coordinate scheduling for engineering staff as needed.
  • Update Help Desk documentation as required.
  • Propose modifications to procedures in collaboration with management.
  • Collect, input, and analyze data for regular reporting to stakeholders.
  • Communicate problem information clearly and courteously to customers.
  • Ensure accurate logging of issues and resolutions in the Service Order management system.
  • Escalate problems according to established policies and procedures.
  • Act as a liaison between customers and engineering teams to ensure accurate problem interpretation and maintain communication throughout the resolution process.
  • Maintain comprehensive knowledge of Help Desk supported products and services.
  • Conduct testing and report results on new services or changes to existing services.
  • Collaborate with management to identify training opportunities that enhance support capabilities.
  • Complete all assigned training and certification requirements.
  • Perform additional duties as assigned.

Qualifications:

  • A minimum of 3 years of experience in an end-user support or help desk environment.
  • Exceptional communication skills with the ability to deliver IT services through various channels.
  • Relevant industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA), Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), and ITIL Foundation.
  • Advanced troubleshooting skills in operating systems including Microsoft Windows, ChromeOS, and iOS.
  • Proficiency in internet browsers and productivity software.
  • Knowledge of virus and system health monitoring, data backup solutions, and hardware support.
  • Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
  • Familiarity with Microsoft Server and virtualization technologies.

Performance Expectations:

Success in this role will be measured by the ability to exceed client expectations in service delivery, effective communication, and support. This includes monitoring and managing internal systems and services efficiently while ensuring outstanding customer service through timely issue resolution and coordination of services.

Physical Requirements:

This position requires moderate physical effort, primarily performed while seated. Site visits may necessitate standing, walking, or climbing stairs, and the ability to lift equipment up to 50 lbs. unassisted may be required.

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