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Technical Support Specialist
2 months ago
Position Overview
Visium Resources is seeking qualified candidates for the role of Technical Support Specialist. This position is a contract opportunity focused on providing exceptional support to end-users within a corporate environment.
Role Summary
The Technical Support Specialist will be tasked with managing a ticket queue, addressing incoming user requests, and handling calls directed to the support center. The specialist will ensure the maintenance of end-user working environments, which include workstations, printers, video conferencing equipment, and other essential devices. The primary goal is to maintain a stable, secure, and high-performing desktop computing environment while delivering outstanding customer service.
Key Responsibilities:
- Deliver exceptional customer service to all users.
- Demonstrate a strong willingness to learn and adapt.
- Be available to take incoming calls during standard business hours.
- Participate in on-call rotations for after-hours support.
- Provide onsite assistance during major incidents or system rollouts.
- Monitor the ticket queue for new requests and escalate as necessary.
- Document all user interactions and requests in the ticketing system.
- Adhere to service level agreements (SLAs) for all users.
- Manage technical accounts, resolving issues and escalating when required.
- Respond promptly and maintain professionalism at all times.
- Troubleshoot and resolve technical issues using various remote support tools.
- Assist users with software and hardware inquiries through multiple communication channels.
- Set up and support video conferencing technology.
- Compile reports for management review.
- Develop and maintain a knowledge base of procedures.
Ideal candidates will possess the following qualifications:
- Associate's Degree in Information Technology or equivalent experience.
- Strong integrity and work ethic.
- Proficient in PC hardware troubleshooting and network protocols.
- Experience with Windows operating systems and Microsoft Office Suite.
- Ability to respond to urgent requests with minimal notice.
- Strong organizational and project management skills.
- Excellent verbal and written communication abilities.
- Familiarity with IT enterprise infrastructure and desktop security standards.
- Experience with Service Now and agile operations.
- Familiarity with Microsoft 365 tools.
- Relevant Microsoft certifications (e.g., MCSE, MCSA).
- ITIL certification is a plus.
