IT Support Specialist

7 days ago


Boca Raton, Florida, United States Total Warranty Services Inc Full time
IT Helpdesk Technician II

We are seeking an experienced IT professional to provide exceptional customer support and technical assistance to our users. The successful candidate will possess a strong understanding of IT service management, including email and phone etiquette, and be able to manage multiple service requests within established timelines and service level agreements (SLAs).

Key Responsibilities:
  • Provide outstanding customer service by actively listening, being patient, and demonstrating empathy with users, with a focus on first-call resolution and positive user experiences.
  • Respond to and resolve technical support requests from users via phone, email, or in person, escalating complex technical issues to senior team members or vendors as required.
  • Configure and manage ITSM software and workflows to optimize service delivery and process improvements.
  • Maintain and update knowledge base articles for commonly reported issues and procedures to ensure consistency in service delivery.
  • Familiarity with SLAs, asset management, and service delivery.
  • Stay up to date with industry trends and best practices.
Requirements:
  • Bachelor's degree in Computer Science, Information Systems, or a related field is preferred.
  • Must be able to work 5 days a week in office (Monday-Friday).
  • Minimum of 3 years of hands-on experience in local and remote user support.
  • Experience managing email and phone service requests within established timelines and SLAs.
  • Excellent communication skills, both verbal and written.
  • Ability to work well in a team environment.
  • Strong problem-solving skills and attention to detail.
  • Ability to manage multiple priorities and work independently or as part of a team in a fast-paced environment.
  • Strong understanding of Microsoft Office365, Windows OS, Active Directory, and Group Policy.
  • Knowledge of networking principles and protocols is a plus.
  • ITIL v4 certification preferred.

We offer a competitive salary, comprehensive benefits, and a collaborative work environment that fosters professional growth and development. If you are a motivated IT professional with a passion for providing excellent customer service and technical support, we encourage you to apply for this exciting opportunity at Total Warranty Services Inc.



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