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Technical Support Specialist

2 months ago

Cincinnati, Ohio, United States Innova Solutions Full time

Company Overview: Innova Solutions is a prominent player in the technology sector, providing strategic solutions and business transformation services to clients globally.

Position Summary: We are seeking a dedicated Technical Support Specialist to join our team in Cincinnati. This full-time role is essential for ensuring seamless computer operations, enabling end users to effectively complete their tasks.

Key Responsibilities:

  • Respond to incoming support requests from users through various channels, ensuring a professional and courteous approach.
  • Gather and document relevant user information, including identification details and the nature of the issues faced.
  • Establish rapport with users to understand and diagnose their problems effectively.
  • Prioritize and manage support requests, escalating complex issues to senior technicians as necessary.
  • Maintain thorough records of the support process, documenting all decisions and actions taken until resolution.
  • Utilize diagnostic tools to assist in troubleshooting technical issues.
  • Access and leverage online resources, including software updates and knowledge bases, to facilitate problem-solving.
  • Familiarize yourself with the software and hardware utilized within the organization.
  • Perform hands-on troubleshooting and repairs at the desktop level, including software installations and system configurations.
  • Provide training and mentorship to junior support staff.
  • Conduct follow-ups with users post-resolution to ensure satisfaction.
  • Create and maintain help documentation and knowledge base articles for user reference.
  • Engage in additional duties as assigned that align with the role's objectives.

Qualifications:

  • Extensive knowledge of computer hardware and software.
  • Experience with various diagnostic tools and utilities.
  • Strong communication skills, both written and verbal.
  • Excellent interpersonal skills, with an emphasis on building relationships and effective listening.
  • Proficient documentation abilities.
  • Willingness to provide after-hours support when necessary.
  • Potential travel may be required.
  • Associate's degree in Computer Science, CIS, or equivalent experience (minimum of seven years in a related field).
  • At least five years of relevant work experience.
  • Familiarity with desktop operating systems, particularly Windows 10.
  • Significant experience in application support.
  • Ability to work for extended periods at a desk and on a computer.
  • Capability to lift up to 15 pounds when needed.

Compensation and Benefits:

The salary range for this position is between $55,000 and $60,000, based on various factors including education, experience, and specific job responsibilities.

Innova Solutions offers a comprehensive benefits package that may include medical and pharmacy coverage, dental and vision insurance, a 401(k) plan, health savings accounts, life insurance, and various paid leave options.

Commitment to Diversity: Innova Solutions is an Equal Opportunity Employer, dedicated to fostering a diverse and inclusive workplace.