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Technical Support Specialist

2 months ago

Manchester, New Hampshire, United States Innova Solutions Full time
Position Overview:

Innova Solutions is seeking a dedicated Technical Support Specialist to join our team. This role is essential in providing exceptional assistance to end users and ensuring their technical issues are resolved efficiently.

Key Responsibilities:
  • Respond to incoming help requests from users via telephone and work orders in a professional manner.
  • Document all relevant user information, including name, department, contact details, and the nature of the issue.
  • Build rapport with users to gather detailed information about their problems.
  • Prioritize and schedule issues based on urgency and impact.
  • Escalate complex problems to the appropriate technician when necessary.
  • Maintain records of the help desk request process, documenting all decisions and actions taken until resolution.
  • Utilize diagnostic tools to assist in troubleshooting.
  • Access online resources for software updates, drivers, and FAQs to facilitate problem resolution.
  • Identify and familiarize yourself with the software and hardware supported by the organization.
  • Perform hands-on fixes at the desktop level, including software installation and system configuration.
  • Train and mentor junior support staff.
  • Test solutions to ensure issues are fully resolved.
  • Conduct follow-ups with users after resolution to ensure satisfaction.
  • Create help sheets and knowledge base articles for user reference.
  • Perform additional duties as assigned.
Qualifications:

The ideal candidate will possess:

  • Extensive knowledge of computer hardware.
  • Familiarity with various diagnostic utilities.
  • A solid understanding of the organization's objectives.
  • Exceptional written and verbal communication skills.
  • Strong interpersonal skills with an emphasis on rapport-building and active listening.
  • Excellent documentation abilities.
  • Willingness to provide after-hours support as needed.
  • Ability to travel as required.
  • An associate degree in Computer Science, CIS, or equivalent experience (minimum of seven years in a related field).
  • A minimum of five years of relevant work experience.
  • Experience with desktop operating systems, particularly Windows 10.
  • Proficient application support experience.
  • Capability to sit for extended periods and work on a computer.
  • Ability to lift up to 15 pounds when necessary.
Compensation and Benefits:

Innova Solutions offers a competitive pay range and a comprehensive benefits package, including:

  • Medical and pharmacy coverage
  • Dental and vision insurance
  • 401(k) plan
  • Health Savings Account (HSA) and Flexible Spending Account (FSA)
  • Life insurance
  • Pet insurance
  • Short-term and long-term disability coverage
  • Accident and critical illness coverage
  • Pre-paid legal and identity theft protection
  • Sick leave and other paid leaves as required by law
  • Employee Assistance Program (EAP)
About Innova Solutions:

Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals globally and generates an annual revenue nearing $3 billion. We provide strategic technology and business transformation solutions to our clients, enabling them to excel in their respective fields.

Innova Solutions is an Equal Opportunity Employer committed to creating a diverse and inclusive work environment.