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Technical Support Specialist

2 months ago

Torrance, California, United States Tekfortune Inc Full time
Job Title: Desktop Support Analyst
Location: Torrance, CA ( Onsite )
Contract Job Opportunity

Key Responsibilities:
  • Deliver technical assistance for hardware, software, and network issues through various communication channels for end users.
  • Categorize service requests based on established criteria.
  • Escalate issues to internal advanced IT support teams utilizing knowledge base resources.
  • Collaborate with higher-level support personnel to resolve hardware, software, and network challenges.
  • Utilize ServiceNow for documenting and managing incidents and their resolutions.
  • Address inquiries via phone, email, and chat, and manage assigned tickets, ensuring proper follow-up until resolution.
  • Diagnose user issues through effective communication, including problem identification, log analysis, research, and resolution strategies.
  • Remotely troubleshoot client applications and basic network connectivity issues using remote support tools.
  • Assess, prioritize, and address customer concerns and feedback.
  • Engage in continuous training and departmental enhancement initiatives.
  • Uphold quality standards for incident documentation and customer interactions.