Senior Helpdesk Support Specialist

1 week ago


Ocoee, Florida, United States i-Tech Support, Inc. Full time
i-Tech Support, Inc. - Senior Helpdesk Support Specialist

The Senior Helpdesk Support Specialist role at i-Tech Support, Inc. is vital for delivering comprehensive technical assistance to our clients and ensuring their technological systems operate seamlessly. This position requires collaboration with various departments, including Operations, Professional Services, and Sales, to provide outstanding customer service.

Key Responsibilities
  • Deliver technical assistance for desktops, laptops, servers, and network systems
  • Diagnose and resolve system issues, escalating as needed
  • Ensure data integrity, maintain system security, and manage passwords
  • Log and monitor service requests in the ticketing system
  • Install, configure, and troubleshoot both hardware and software
  • Conduct preventative maintenance and repair of computer equipment
  • Assess system configurations for optimal resource utilization
  • Support the research and implementation of IT solutions
  • Propose modifications to IT systems for enhanced efficiency
  • Create guidelines for effective IT technology usage
Qualifications and Skills
  • Bachelor's degree in IT or 1-2 years of experience with Microsoft-based systems
  • Proven experience in a corporate technical support role
  • Familiarity with PC/Server hardware, software, and Microsoft operating systems
  • Knowledge of Office 365, Azure, and ConnectWise Manage
  • Experience with Visio and relevant certifications are advantageous
  • Excellent communication, problem-solving, and organizational abilities
  • Capacity to prioritize tasks and manage multiple projects effectively
  • Positive, customer-oriented mindset with a readiness to learn new technologies
Communication and Reasoning Skills
  • Ability to communicate effectively with clients and management
  • Capability to work independently as well as part of a team
  • Strong troubleshooting and problem-solving skills
  • Excellent analytical and organizational skills
  • Aptitude for managing multiple projects and prioritizing client requirements
  • Professional demeanor, attention to detail, and a customer-centric approach
Physical Requirements

The Senior Helpdesk Support Specialist position may involve sitting, typing, lifting items up to 50 pounds, and occasional travel. Specific vision capabilities and a valid driver's license may be required.

Work Environment

This role primarily takes place in an office setting, with occasional visits to client locations. The noise level is generally moderate but may fluctuate based on project demands.



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