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Technical Support Specialist

2 months ago

San Antonio, Texas, United States Southwest Business Corporation Full time

Position Overview:

Southwest Business Corporation is looking for a skilled individual to deliver support to both internal staff and external clients, addressing technical challenges related to computer systems, hardware, and software. The role involves efficiently managing inquiries through our ticketing system, performing initial diagnostics, and documenting incidents with a focus on first-contact resolution.

Why This Role is Valuable:

The Service Desk Analyst position serves as an excellent entry point into the IT field. In this role, you will collaborate with your colleagues to troubleshoot and resolve technical issues faced by employees. This position offers valuable experience in customer service, documentation practices, call center software, and the ServiceNow ticketing system, while also enhancing your understanding of our diverse software and hardware environments.

Key Responsibilities:

  • Diagnose, troubleshoot, and resolve technical issues related to computer systems, hardware, and software through ServiceNow tickets, phone calls, and online chat.
  • Take ownership of issues and follow up on unresolved incidents to ensure timely resolution in line with service level agreements.
  • Provide comprehensive and professional documentation for all incidents and requests across various communication channels.
  • Participate in Service Desk meetings and contribute to team efforts aimed at achieving key performance indicators.
  • Maintain a high standard of customer service while addressing inquiries and providing troubleshooting assistance to all employees and clients.
  • Perform additional duties as assigned.

Qualifications:

  • High School Diploma or equivalent.
  • At least two (2) years of experience in IT service desk support, call center operations, incident management, or a related field.
  • Preferred certifications include CompTIA A+, ITIL, or HDI.
  • Familiarity with IT technical terminology and Active Directory.
  • Strong customer service orientation.
  • High level of professionalism and effective communication skills, both verbal and written.
  • Excellent analytical, troubleshooting, and reasoning abilities.
  • Strong organizational skills to manage multiple tasks effectively.
  • Proficient in troubleshooting and supporting MS Office 365 applications, including MS Outlook, Teams, Word, and Excel, as well as Windows 10/11 operating systems and Apple products.
  • Basic knowledge of general office equipment such as phone systems, copiers, scanners, and mobile devices.
  • Ability to quickly learn new technologies and apply them effectively for troubleshooting.
  • Sound judgment in all interactions.
  • Ability to maintain high quality standards and adapt to new and changing environments.
  • Capable of sitting for extended periods while providing support and troubleshooting.
  • Able to lift up to 20 lbs. of materials as necessary.

Benefits Offered:

  • Competitive compensation package.
  • Work-life balance initiatives.
  • Employee engagement activities and recognition programs.
  • Career development and growth opportunities.
  • Continuing education and certification programs.
  • Variety of healthcare coverage options.
  • Retirement plans including Traditional and Roth 401(k).
  • Wellness program incentives.

Additional Information:

Southwest Business Corporation maintains a Substance-Free Workplace and requires pre-employment drug testing.

To learn more about Southwest Business Corporation, please visit our website.