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Technical Support Specialist

2 months ago

Orlando, Florida, United States Katmai Full time

POSITION OVERVIEW

The IT Help Desk Technician is responsible for delivering efficient and friendly technical support to internal stakeholders. This role encompasses assistance with various end-user hardware, software, peripherals, and enterprise applications. The technician will respond to service requests, addressing basic technical challenges and collaborating with users to resolve them promptly.

KEY RESPONSIBILITIES

  • Act as the primary contact for users seeking technical support through various communication channels.
  • Manage and resolve each assigned service ticket until closure.
  • Conduct remote troubleshooting using effective diagnostic methods and engage users in a collaborative problem-solving approach.
  • Identify optimal solutions for issues based on user input, troubleshooting efforts, knowledgebase resources, and team expertise.
  • Escalate unresolved issues to higher-level support staff, ensuring all relevant details are documented in the service ticket.
  • Provide precise information regarding IT products and services, making recommendations to enhance user experience.
  • Assist users in navigating features and functionalities of enterprise software and multi-factor authentication systems.
  • Deliver exceptional service for onboarding processes and high-priority requests, ensuring users are fully equipped to perform their roles.
  • Adhere to established service level agreements (SLAs), providing timely updates to users and confirming satisfactory resolution of their issues.
  • Document incidents, problems, and solutions for future reference in the knowledgebase.
  • Relay user feedback and suggestions to relevant internal teams.
  • Propose enhancements to customer service processes and procedures.
  • Engage in continuous personal and professional development to stay informed about industry standards and best practices.
  • Maintain consistent and punctual attendance.
  • Perform additional duties as assigned.

SUPERVISORY ROLE

This position does not have supervisory responsibilities.

QUALIFICATIONS

MINIMUM REQUIREMENTS

  • An associate degree or at least two years of college education in information technology, management information systems, or computer science is preferred.
  • Alternatively, a minimum of four years of relevant work experience may be considered.
  • A minimum of two years of documented experience in the industry.
  • Strong troubleshooting and problem-solving abilities.
  • Proficiency in Windows 10/11, Mac/iOS, M365 Office, and other common desktop applications, as well as multi-factor authentication.
  • Experience supporting mobile devices, including iPhones and Android phones.
  • Familiarity with IT support ticketing systems.
  • Proficient in reading, writing, and speaking fluent English.
  • Must obtain and maintain necessary security clearances and background checks.

PREFERRED QUALIFICATIONS

  • Strong written and verbal communication skills.
  • A proactive problem-solver who can effectively manage pressure during peak workloads.
  • Knowledgeable about various modern software applications and adaptable to learning new tools.
  • Self-motivated and comfortable collaborating with diverse teams, including developers and engineers.
  • Enthusiastic about delivering high-quality customer service.
  • Organized and efficient, with a willingness to assist colleagues as needed.
  • Relevant professional certifications.

WORK SCHEDULE

This is a full-time position. Additional hours may be required to complete tasks or projects, including flexible hours to accommodate different time zones.

TRAVEL REQUIREMENTS

Travel is expected to be less than 25% of the time.

DRIVING REQUIREMENTS

A valid state driver's license is required, and the candidate must be insurable under the company's automobile insurance policy. Occasional local driving may be necessary for training purposes.

WORK ENVIRONMENT

The work is primarily conducted in a professional office environment, utilizing standard office equipment and interacting with a diverse range of individuals.

PHYSICAL DEMANDS

This position requires prolonged periods of sitting, close vision, and the ability to lift up to 30 pounds. Frequent use of hands for keyboard and mouse manipulation is necessary. Reasonable accommodations will be provided for qualified individuals with disabilities.

COMPLIANCE

All applicants must apply through the company website. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to any protected characteristic.