Technical Support Specialist

2 months ago

Hot Springs National Park, Arkansas, United States Axiom Technologies Full time

Axiom Technologies serves as a premier IT Services partner, dedicated to supporting medium to large-scale enterprises. For more insights into our operations, please visit our website.

We are in search of a skilled individual to manage a spectrum of tasks, from straightforward activities to intricate projects. This position entails providing onsite and on-call support to end-users within the organization's desktop computing framework, ensuring timely and precise service delivery for optimal user experience.

Key Responsibilities:

  • Serve as the primary contact for first and second-level problem resolution for client inquiries.
  • Address client questions with professionalism and clarity.
  • Handle all service requests assigned within the defined service level agreements.
  • Achieve established customer satisfaction benchmarks as per company guidelines.
  • Install, upgrade, and troubleshoot various operating systems including XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office applications.
  • Document all service calls in real-time as per established policies.
  • Adhere to policies and guidelines to ensure effective service delivery.
  • Manage inventory and asset control through efficient turnaround of parts and equipment as per service agreements.
  • Communicate promptly regarding the status and resolution of issues.
  • Comply with safety policies and procedures consistently.
  • Maintain updates on all reported incidents.
  • Conduct fault diagnosis and resolution for technical issues.
  • Additional responsibilities may be assigned upon employment offer.
  • Demonstrate strong analytical, troubleshooting, and problem-solving capabilities.

Technical Skills and Experience:

  • Proficiency in Windows 7 & 10, MS Office 2010/2013/2016/365.
  • Effective communication skills for discussing technical matters with clients.
  • Ability to travel to client locations as needed.
  • Perform routine maintenance on computers, laptops, and printers.
  • Execute repairs on desktops, laptops, printers, and other authorized peripherals.
  • Capability to lift and move computer equipment weighing up to 50 lbs.
  • Pass annual background checks as required.
  • Meet agility testing requirements at hire and every three years thereafter.
  • Possess a broad understanding of IT, including Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

In-depth Knowledge Required:

  • Hands-on experience in Networking.
  • Familiarity with Windows OS (e.g., XP, Vista, Windows 7, 10).
  • Experience with Microsoft Office applications.
  • Understanding of Active Directory.
  • Repair capabilities for desktops, laptops, printers, and other peripherals.
  • Installation, upgrades, and troubleshooting for printers and computer hardware.
  • Management of mobile devices, including iOS and Android.
  • Support for Mac operating systems for Apple PC users.
  • Utilization of diagnostic tools for troubleshooting network connectivity and workstation hardware/software issues.
  • Willingness to work outside regular hours and weekends for projects or emergency support.

Qualifications:

Minimum of two of the following:

  • Bachelor of Engineering in Computer Science, Bachelor of Technology in Computer Science, or Master of Computer Application.
  • CompTIA A+, Microsoft Certified Professional (MCP) or equivalent certification.

Experience:

  • 1-2 years of relevant experience in a similar role.
  • Willingness to travel within a 10-20 mile radius as required.

Benefits:

  • Flexible work arrangements through a rostering system.
  • Engagement in a variety of IT projects and cases.
  • Autonomy in selecting IT requests and work cases.

Next Steps:

If you are seeking a new challenge in your career, we encourage you to consider this opportunity.

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