IT Support Specialist

1 week ago


Mobile, Alabama, United States AMS Staffing, Inc. Full time
Job Overview

AMS Staffing, Inc. is seeking a dedicated Desktop Support Technician to enhance our Information Technology Department and Service Desk team. This role is essential in delivering outstanding customer service while managing Tier 1 and Tier 2 service requests, incidents, and issues reported by users.

Position Details:

  • Location: Mobile, Alabama
  • Salary Range: $55,000 - $62,000
  • Overtime Eligibility: Yes
  • Work Schedule: 37.5 hours per week
  • Daily Hours: 8:30 AM - 5:00 PM
  • Work Environment: 100% onsite (with on-call rotation)
  • On-call Requirement: 3-day shift per month

Key Responsibilities:

  • Utilize technical expertise to assist end users in resolving issues, service requests, and incidents via email, phone, or in-person interactions.
  • Conduct remote analysis, diagnosis, and resolution of complex computer and software-related challenges.
  • Ensure follow-ups and satisfactory resolutions for reported issues to enhance customer satisfaction.
  • Deliver exceptional customer service to our clients and stakeholders.
  • Prepare necessary technical setups for meetings in a conference room setting.
  • Accurately log all Service Desk requests, incidents, and problems into the ticket tracking system.
  • Escalate issues to appropriate team members or subject matter experts as necessary.
  • Maintain a professional appearance and organized workspace, demonstrating a strong work ethic and positive attitude.
  • Adhere to firm and industry-standard processes and procedures, utilizing best practices (ITIL v4, HDI) to meet organizational needs.
  • Conduct root cause analysis for incidents reported to the Service Desk.
  • Provide support for firm software, laptop hardware, peripherals, desktop hardware, and mobile devices.

Qualifications:

  • Exceptional written and verbal communication skills.
  • Able to convey technical issues to non-technical users effectively.
  • Strong organizational skills with the ability to adapt in a fast-paced environment.
  • Proven ability to work independently and collaboratively within a team.
  • Expertise in troubleshooting desktop, network, laptop, and handheld device issues.
  • In-depth knowledge of desktop operating systems, particularly Windows 11.
  • Familiarity with remote connectivity technologies such as Citrix and VPN.
  • Comprehensive understanding of desktop and laptop hardware, wireless technology, and Apple devices.
  • Proficient in the Microsoft Office Suite (365).
  • Knowledge of hardware deployment and incident management processes.
  • Understanding of networking technologies related to troubleshooting customer issues.
  • Willingness to participate in various projects as assigned.


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