Technical Support Specialist

1 week ago


Paramus, New Jersey, United States V R Della Infotech Inc Full time
Job Overview

Position Summary: The primary function of this role is to deliver exceptional technical assistance and complex issue resolution for V R Della Infotech Inc. clients across various sectors. This position involves supporting computer systems, communication devices, mobile technology, network connections, and software applications for clients located throughout North America.

Key Responsibilities:

  1. Provide advanced support at designated site locations.
  2. Troubleshoot and rectify issues related to computer hardware, operating systems, approved applications, and network connectivity, collaborating with third-party vendors as necessary.
  3. Manage equipment setups, re-imaging, and software installations.
  4. Implement software and hardware updates in accordance with company guidelines.
  5. Effectively prioritize and manage a dynamic workload with minimal supervision.
  6. Assist in the creation and upkeep of Support Center documentation as required.
  7. Communicate support trends to the IT Operations Manager and Team Lead.
  8. Address all ServiceNow tickets within established service level agreements.
  9. Conduct research and testing of emerging technologies.
  10. Travel to various regional locations for support as needed.
  11. Oversee the tasks of Tier 1 Deskside Support Analysts.
  12. Provide Tier 2 support to Deskside Analysts and users.
  13. Collaborate with other Deskside staff on diverse IT projects.
  14. Document all customer inquiries, requests, and issues, ensuring thorough tracking to resolution.
  15. Resolve complex end-user challenges utilizing established procedures and tools.
  16. Escalate IT issues and assist with second and third-level support as necessary.
  17. Ensure customer satisfaction by responding promptly to all inquiries and providing timely updates on issue resolution.
  18. Build strong relationships with clients, becoming a trusted technical support provider.
  19. Deliver exceptional customer service while maintaining a positive attitude.
  20. Provide on-site support for new installations, relocations, and repairs.
  21. Manage new computer imaging and end-user setups.
  22. Install networking and server equipment as required.
  23. Set up and configure new printers when necessary.

Qualifications:

  • AA Degree or technical certification in an IT-related field preferred.
  • A minimum of four years of experience in IT support.
  • Proficient in common computer applications and operating systems, particularly MS Windows 10, MS Office, and Google Workspace.
  • Experience in installing, maintaining, and troubleshooting computer and communication hardware.
  • Familiarity with Service Desk tools and techniques, including remote assistance and ticketing systems.
  • Experience supporting smartphones, tablets, wireless technologies, and networks.
  • Knowledge of Active Directory, Google Workspace, imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow, and other relevant technologies.

Skills and Abilities:

  • Strong customer service and interpersonal skills.
  • Excellent verbal and written communication abilities.
  • Proficient problem-solving skills with the capacity to make decisions on complex issues.
  • Ability to organize tasks efficiently and manage multiple responsibilities.
  • Capability to coordinate activities with other IT functions.
  • Ability to work effectively under pressure and meet deadlines.
  • Self-motivated with a strong attention to detail.
  • Willingness to work beyond traditional hours when necessary.
  • Familiarity with water/wastewater treatment is a plus.


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