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IT Support Specialist for User Assistance

2 months ago

Ann Arbor, Michigan, United States Zolon Tech Full time

Zolon Tech is seeking a dedicated IT Support Specialist to enhance our IT and telecommunications services. This role is essential in supporting our mission to ensure compliance with industry standards and provide top-notch user assistance.

Key Responsibilities:

  • Serve as the primary point of contact for users requiring assistance with Internet and Intranet services, desktop systems, and network devices.
  • Address customer inquiries via calls, emails, and service desk tickets regarding IT hardware, software, and communication tools.
  • Manage Tier I support incidents, including troubleshooting desktop equipment, network connectivity, and software issues.
  • Assist users with password resets and account lockouts, ensuring timely resolution.
  • Facilitate user training on new software and hardware, providing hands-on support and guidance.
  • Maintain documentation of user interactions, ensuring detailed records of issues and resolutions.
  • Oversee inventory management of IT equipment, ensuring proper maintenance and tracking.
  • Implement and support various IT initiatives, ensuring seamless operation of all systems.

Qualifications:

  • Ability to obtain and maintain necessary security clearance.
  • Minimum of 3 years of experience in a service desk or help desk role.
  • Proficient in providing Tier I and II IT support services.
  • Educational background in computer science, engineering, or information technology, or equivalent experience.

This position offers an opportunity to contribute to a dynamic team focused on delivering exceptional IT support and enhancing user experiences.