Technical Support Specialist

2 weeks 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 in a professional manner.

Key Responsibilities:
- Manage incoming requests for assistance from users through various channels, ensuring a courteous approach.
- Accurately document user details, including their name, department, and the nature of their inquiries.
- Establish rapport with users to gather detailed information regarding their issues.
- Prioritize and schedule requests effectively, escalating to senior technicians when necessary.
- Maintain thorough records of the troubleshooting process, documenting all decisions and actions taken until resolution.
- Utilize diagnostic tools to facilitate problem-solving.
- Access online resources to find software updates and solutions to common issues.
- Familiarize yourself with the software and hardware utilized by the organization.
- Perform hands-on repairs and upgrades at the desktop level, including software installations and system configurations.
- Mentor and train junior support staff.
- Conduct follow-ups to ensure user satisfaction post-resolution.
- Create help documentation and knowledge base articles for user reference.
- Undertake additional responsibilities as required.

Qualifications:
- Comprehensive understanding of computer hardware and software.
- Proficient in various diagnostic tools.
- Strong communication skills, both written and verbal.
- Excellent interpersonal skills with a focus on building relationships.
- Solid documentation abilities.
- Willingness to provide after-hours support as needed.
- Ability to travel occasionally.
- An associate degree in Computer Science or a related field, or equivalent experience.
- A minimum of five years of relevant work experience.
- Experience with desktop operating systems, particularly Windows 10.
- Extensive experience in application support.
- Capability to work at a desk for extended periods and lift up to 15 pounds.

Compensation and Benefits:
- Competitive salary range of $55,000 - $60,000, 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 around 50,000 professionals globally. We are recognized for our commitment to excellence and our diverse range of services.

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