Technical Support Specialist

2 weeks ago

South Jordan, Utah, United States Nesco Resource Full time

Overview:

The IT Help Desk Representative serves as the primary contact for users reaching out to our IT Service Desk.

Committed to delivering exceptional customer service, the IT Help Desk Representative handles incoming inquiries, meticulously logs all interactions in a tracking system, and utilizes a knowledge base alongside their expertise to resolve issues efficiently.

This role emphasizes providing outstanding customer support, achieving high first contact resolution rates, and identifying opportunities for process improvement and automation.



Key Responsibilities:
Exhibit strong customer service abilities to offer phone support, including:
o Actively listening to customers to accurately assess their needs
o Demonstrating empathy towards customer concerns and urgency in issue resolution
o Creating precise, detailed documentation at the client, problem, and incident levels
o Effectively managing conflicts
Accountable for delivering high-quality technical support to end-users concerning enterprise software and hardware.

Responsibilities encompass assessment, triage, research, training, and resolution of incidents and requests related to application software products and/or infrastructure components in a dynamic 24/7 environment.

Under general supervision, provides after-hours and weekend support as necessary.
This position requires meticulous attention to detail, follow-through, teamwork, and a positive demeanor.
A solid understanding of technology and the capability to apply that knowledge to support all existing systems is essential.
Supports all facets of client assistance and immediate computing requirements while maintaining professionalism and composure during phone, online chat, and in-person interactions.
Strives to create a positive customer support experience, fostering rapport and trust with end users through a professional approach to problem-solving, ensuring timely resolution or escalation by evaluating business impact and promptly communicating status updates to the end user.
Identifies and collaborates with internal end users to provide guidance and support, applying sound communication and customer service principles, even in challenging situations.
Conducts investigation, diagnosis, resolution, and recovery for hardware/software issues.
Installs, modifies, troubleshoots, and repairs computer hardware/peripherals and software.

Qualifications:

Strong customer service skills are essential.
Excellent communication abilities are required.
Two to five years of relevant experience in a comparable, fast-paced, high-tech work environment is preferred.
Experience in a technical support role is advantageous but not mandatory.

Required Education:
High school diploma or GED with relevant work experience.
Ability to diagnose issues in a complex environment and provide effective solutions swiftly.
Self-motivated with the ability to work independently in a high-pressure setting.
Willingness to work flexible shifts, including evenings, weekends, and public holidays.

***Accountable for delivering high-quality technical support related to enterprise software and hardware.
A solid understanding of technology and the ability to apply that knowledge to support all existing systems.
Conducts investigation, diagnosis, resolution, and recovery for hardware/software issues.

Two to five years of relevant experience in a comparable, fast-paced, high-tech work environment is preferred.*

Nesco Resource is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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