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Technical Support Specialist

2 months ago

Montgomery, Alabama, United States Innova Solutions Full time
Position Overview:
In this role, you will be responsible for providing exceptional technical assistance to end users.

Key Responsibilities:
- Respond to incoming support requests via phone and ticketing system in a professional manner.
- Accurately document user information, including their name, department, and the nature of their issue.
- Build strong relationships with users to gather detailed information about their problems.
- Prioritize and manage support requests effectively.
- Escalate complex issues to senior technicians as necessary.
- Maintain detailed records of the troubleshooting process, including all actions taken and outcomes.
- Utilize diagnostic tools to assist in resolving technical issues.
- Access online resources for software updates and troubleshooting guidance.
- Familiarize yourself with the software and hardware utilized by the organization.
- Perform hands-on troubleshooting, including software installations and system configurations.
- Mentor and train junior support staff.
- Conduct follow-ups with users to ensure issues are resolved satisfactorily.
- Create and update knowledge base articles for user reference.
- Undertake additional duties as assigned.

Qualifications:
- Comprehensive understanding of computer hardware.
- Proficient in various diagnostic tools.
- Strong written and verbal communication skills.
- Excellent interpersonal skills, with an emphasis on building rapport.
- Solid documentation capabilities.
- Willingness to provide after-hours support when necessary.
- Ability to travel as required.
- Associate's degree in Computer Science or related field, or equivalent experience.
- Minimum of five years of relevant work experience.
- Experience with Windows 10 and extensive application support.
- Capability to lift up to 15 pounds.

Compensation and Benefits:
- Competitive salary range based on experience and qualifications.
- Comprehensive benefits package including medical, dental, and vision coverage, 401(k), and more.

About Innova Solutions:
Founded in 1998, Innova Solutions is a leading provider of technology and business transformation solutions, employing thousands of professionals globally. We are committed to fostering an inclusive work environment and ensuring equal employment opportunities for all candidates.