Technical Client Service Specialist

1 day ago

Michigan Center, Michigan, United States Fast Switch Full time
Job Title: Technical Client Service Specialist Job Summary: We are seeking a highly skilled Technical Client Service Specialist to join our team at FastTek Global. As a Technical Client Service Specialist, you will serve as the first point of contact for technical support requests from district staff and students. You will provide efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. Key Responsibilities: * Respond to incoming calls, helpdesk tickets, and remote support requests for service from district staff and students, providing timely and courteous assistance. * Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity. * Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation. * Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication. * Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system. * Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future. * Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected. * Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes. Requirements: * Bachelor's degree in Information Technology, Business Administration, or related discipline. * CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications preferred. * Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment. Technical Skills: * Basic knowledge of Windows and macOS operating systems. * Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite. * Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting. * Experience with remote desktop tools, call management, and helpdesk software. Communication: * Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively. * Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system. Work Environment: * Fast-paced call center environment with a focus on customer service and technical support. * May require occasional travel to different district sites for on-site support. * Must have own transportation to travel to District locations when needed. Benefits: * Medical and dental insurance (FastTek pays majority of the medical program). * Vision insurance. * Personal Time Off (PTO) Program. * Long Term Disability (100% paid). * Life Insurance (100% paid). * 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match. Why Join Us: At FastTek Global, we are committed to providing our employees with a positive and supportive work environment. We offer a range of benefits and perks to help you succeed in your career and beyond. Join our team and be part of a dynamic and growing company that values its employees and the community it serves. How to Apply: If you are a motivated and detail-oriented individual with a passion for providing excellent customer service, we encourage you to apply for this exciting opportunity. Please visit our website at https://www.fasttek.com/fastswitch/findwork to learn more about our company culture and to submit your application.

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