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Technical Support Specialist

2 months ago

San Francisco, California, United States Atlantic Partners Corporation Full time

Role Overview:

The IT Helpdesk Support position at Atlantic Partners Corporation involves being the primary contact for users requiring technical assistance. This role is crucial in ensuring smooth operations and effective problem resolution.

Key Responsibilities:

  • Act as the initial point of contact for users seeking technical support.
  • Conduct remote troubleshooting utilizing diagnostic techniques and relevant inquiries.
  • Manage device provisioning, including the deployment and imaging of desktops, laptops, and tablets.
  • Set up office IT equipment, such as monitors, keyboards, and mice.
  • Issue and manage telecommunications data SIM cards.
  • Facilitate user onboarding concerning technology requirements.
  • Resolve issues related to SaaS products in collaboration with vendor support.
  • Escalate unresolved issues to higher-level support personnel.
  • Provide accurate information regarding IT products and services.
  • Document events, problems, and their resolutions in logs.
  • Follow up and update customer status and information regularly.
  • Identify and recommend potential improvements to procedures.
  • Prepare weekly reports on ticket status, project progress, and other responsibilities.

Qualifications:

  • A minimum of 5 years of hands-on experience in system support within a structured environment.
  • Demonstrated experience as a help desk technician or in a similar customer support role.
  • Proficient in supporting Microsoft Office 365.
  • Experience with Microsoft Windows 10 is essential.
  • Technologically adept with a solid understanding of office automation products, databases, and remote control tools.
  • Strong comprehension of computer systems, mobile devices, and various technology products.
  • Ability to diagnose and resolve fundamental technical issues effectively.
  • Fluency in English is required.
  • Exceptional communication skills are necessary.
  • Customer-focused with a calm demeanor.