Technical Support Specialist

1 day ago


Rockford, Illinois, United States Tek Systems Full time
Job Description

At Tek Systems, we are seeking a highly skilled Technical Support Specialist to join our team. This role is responsible for providing first and second-level incident resolution and request fulfillment for all users with hardware, software, and application issues.

Key Responsibilities:

  • Provide accurate and timely logging of incidents and resolutions in ITSM ticketing systems.
  • Able to effectively support individuals from all levels of the organization, including C-level executives.
  • Ability to properly prioritize support issues based upon urgency, severity, and impact to both the individual and the organization.
  • Manage ticket priority, categorizations, problem association, CI association, and other ticket mechanics.
  • Courteously obtain and document concise incident, request, and problem information for internal service personnel.
  • Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis, and preventative solutions.

Requirements:

  • Superior customer service skills and multitasking abilities.
  • Ability to manage and lead individual or small projects.
  • Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests.
  • Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions.

Benefits:

  • Ongoing training and development opportunities.
  • Collaborative and dynamic work environment.
  • Opportunity to work with a variety of technologies and systems.

We offer a competitive salary of $70,000 - $90,000 per year, depending on experience.



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