IT Support Specialist
1 week ago
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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