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Technical Support Specialist

2 months ago

Oceanside, California, United States TERI Inc Full time
Position Overview

Company: TERI Inc

The TERI IT department is in search of a proficient IT Help Desk Technician to deliver exceptional technical assistance to our internal users. The ideal candidate will possess strong technical expertise and effective communication skills to accurately diagnose user issues and articulate solutions. Candidates should demonstrate a customer-focused attitude, patience, and a high level of organization while representing the IT team professionally.

Key Responsibilities
  • Serve as the primary point of contact for service delivery and incident resolution for onsite or remote users through various communication methods.
  • Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.
  • Identify optimal solutions based on user-reported issues and details.
  • Guide users through problem-solving processes.
  • Refer unresolved issues to higher-level support or seek additional assistance as necessary.
  • Provide accurate information regarding IT products and services.
  • Document incidents and resolutions in the helpdesk system and knowledge base.
  • Follow up with users to update them on their status and information.
  • Relay user feedback or suggestions to the appropriate internal teams.
  • Propose potential enhancements to existing procedures.
  • Manage user accounts and permissions effectively.
  • Assist in the setup, configuration, and upkeep of computer systems.
  • Create and revise user manuals, knowledge base entries, and standard operating procedures.
  • Perform routine maintenance tasks such as software updates, backups, and system monitoring.
  • Provide basic training to users on utilizing computer systems and software.
  • Identify and troubleshoot issues related to network connectivity, printers, and other peripherals.
  • Replace or repair malfunctioning hardware components.
  • Communicate effectively with users to understand their challenges and offer solutions.
  • Maintain a high standard of customer satisfaction.
  • Document problem resolutions and updates in the knowledge base.
  • Keep accurate records of issues and their resolutions.
  • Participate in team meetings and contribute to process improvements.
  • Ensure adherence to security protocols, including antivirus and anti-malware measures.
  • Educate users on best practices for security.
  • Provide remote support utilizing tools and software to troubleshoot and resolve issues.
Qualifications

A Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience is required. Relevant certifications such as Microsoft 365, CompTIA A+, Network+, or Security+ are highly desirable. Proficiency in troubleshooting, configuring, and maintaining Windows 11 operating systems is essential.

  • In-depth knowledge of Microsoft 365 services, including user management, security configurations, and application troubleshooting.
  • Experience in deploying and managing devices, applications, and policies using Microsoft Intune, along with familiarity with Microsoft Defender for Endpoint, Microsoft Defender for Office 365, and other security tools.
  • Proven track record in a help desk or technical support role, preferably in a similar environment. Familiarity with IT ticketing systems for logging, tracking, and resolving user issues is important.
  • Strong communication and interpersonal skills to effectively assist and support end-users.
  • Ability to work collaboratively as part of a team and engage with other IT professionals.
  • Capability to create and maintain comprehensive documentation for processes, configurations, user instructions, and knowledge base articles.
  • Strong analytical skills to efficiently diagnose and resolve technical issues.
  • Ability to manage multiple tasks and priorities in a dynamic environment.
Benefits of Working at TERI
  • PPO Medical / Dental / Vision & FSA
  • Life / ADD / Disability Insurance
  • Employee Assistance Program
  • 403b Savings Plan
  • Onsite Fitness Center
  • Health & Wellness Program
  • Pet Insurance
  • Vacation, Sick & Paid Holidays
Equal Opportunity Statement

TERI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy and related medical conditions, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our employees are critical to our success in serving those we support and in our recruitment efforts. We strive to develop and retain the most compassionate and talented individuals from a diverse candidate pool.