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Technical Support Specialist
2 months ago
Company Overview:
Equus Workforce Solutions is dedicated to delivering exceptional workforce development services across North America. Our committed team focuses on the design, development, and implementation of effective workforce solutions that meet industry demands.
The IT Service Desk Analyst will provide remote technical assistance to staff across various subsidiaries. As the initial point of contact, the analyst will address and resolve inquiries related to software, hardware, and network issues. Additionally, the analyst will document user interactions and solutions through a ticketing system.
Key Responsibilities:- Respond to incoming IT support calls and strive to resolve issues promptly.
- Manage and address user requests submitted via email.
- Troubleshoot software installations and conduct upgrades and maintenance through cloud services.
- Develop FAQ resources and training documentation for end-users.
- Collaborate with IT teams on various projects and initiatives.
- Escalate unresolved issues to higher-level IT support and work collaboratively to ensure timely resolutions.
- Provide insights and recommendations for new software and hardware solutions.
- Contribute to process improvement discussions and represent the end-user perspective.
- Assist the IT department in testing software, hardware, and applications.
- Engage in additional projects as assigned.
Skills and Experience:
- Associate degree in an IT-related field or equivalent professional experience.
- 3-5 years of experience in helpdesk, desktop, or network support roles.
- Proven experience in delivering remote technical support.
- Strong ability to diagnose and troubleshoot technical issues from a distance.
- Excellent communication and interpersonal abilities.
- Meticulous attention to detail and accuracy.
- Capability to work independently as well as collaboratively within a team.
- Strong organizational skills with the ability to manage multiple priorities.
- Outstanding customer service aptitude.
- Familiarity with cloud services and Microsoft products is preferred.
- Relevant certifications in cloud services, PC hardware, and networking are advantageous.
Your information will be kept confidential in accordance with EEO guidelines.
Equus Workforce Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
